IT Helpdesk engineer

Main purpose: Provides technical support assistance both Oncall /Dispatch and onsite to Thakral One's existing and future customer by performing the following duties.
Working place:
- HCMC: The World Center, 46-48-50 Phạm Hồng Thái St., District 1, TP.HCM
- Đà Nẵng: Floor 6, 130-132 Bạch Đằng St., Hải Châu District, Đà Nẵng City
- Đồng Nai:Floor 9, Central Park Hotel, 128/16 Nguyễn Ái Quốc St., Tân Tiến Ward, Biên Hòa City, ĐN
- Cần Thơ: Floor 6, STS Building, 11B Đại Lộ Hòa Bình, Tân An Ward, Ninh Kiều District, Cần Thơ
Essential Duties and Responsibilities:
- The Technical Support Engineer ensures a positive customer experience by providing oversight and management for Thakral One customer's technical issues.
- Have to work on behalf of the customer to ensure end to end delivery on incident resolution per the performance measurement and criteria established in the corporation's Services and by the customer.
- The role acts as a single point of contact for customer escalations and makes sensitive, critical decisions that impact customer operations.
- Develops and delivers post incident reports on all critical support incidents, adheres to customer support plans and relationships, uses complex analytical skills to recognize trends and improve performance in order to assist account teams ability to recognize revenue goals.
- Configuration of client's equipment to connect to the Internet via modem/DSL Router/other /network applications as needed.
- Provide training to clients in the use of system and applications as related to their job.
- Obtain general understanding of OS and application operations related to company offered services.
- Identify and correct or advise, on operational issues in client computer systems.
- Promptly answer support related email, phone calls and other electronic communications issues raised by end user.
- Will be assigned to other areas of Thakral One's customer when needed.
- Must maintain and provide quality of service to customers premise at all times.
- Assist Service Manager in generating technical proposal and implementations as needed.
- Support other IT personnel in Thakral One as needed.
- Other duties may be assigned as required.