Let's have a look at the job in general.
We are seeking a dedicated and skilled Technical Support Specialist to join our Service Department. The ideal candidate will be a technical expert and a primary point of contact for repair center technical staff and the Asus authorized repair center, who helps customers experiencing issues with our notebook and laptop products. You will be responsible for diagnosing, troubleshooting, and resolving both hardware and software problems, delivering outstanding service, and ensuring a high level of customer satisfaction. You will report directly to the Head of Service.
We're happy to offer our employees the following benefits
Outstanding performance makes excellent income! To the team of ASUS, you will get:
- Competitive income: based salary + 13th-month salary
- Quarterly bonus based on your performance
- Multinational environment with dynamic co-workers
- Thorough on-the-job training will prepare you best for the position.
What are you expected to do?
- Serve as the primary contact point for the Asus Official repair center and the Asus authorized repair center. Guide technical staff at the repair center on any difficulties with notebook issues.
- Provide technical support for all notebook/laptop products, accurately diagnosing issues related to hardware, software, and networking.
- Perform hands-on repairs when necessary, including disassembly, component replacement (e.g., motherboards, screens, keyboards, SSDs), and reassembly of laptops.
- Troubleshoot and resolve software issues when necessary, including operating system errors (Windows/macOS), driver conflicts, BIOS/UEFI configuration, and pre-installed application problems.
- Compose SOP, repair guidelines, and product materials for the repair center to ensure the standardized process of repair is delivered to Asus customers. Create and maintain troubleshooting guides and FAQs for internal use.
- Deliver timely training for technical staff at repair centers on new updates of Asus hardware and software specifications.
- Strictly coordinate with Asus Headquarters, and escalate complex or unresolved cases to Headquarters about the detailed diagnostic information (including call back EFA parts/analysis parts to Headquarters).
- Stay current with the latest product releases, technological advancements, and repair techniques through continuous training and self-study.
- Provide IT support for the office, such as the Internet, camera, and server room.
We would be thrilled if you had the following qualities
- Bachelor's degree in Information Technology, Computer Science, or a related technical field.
- Good verbal and written communication skills in Vietnamese. Ability to explain complex technical issues in simple terms.
- Intermediate English or Chinese to communicate with expats and headquarters
- Proven experience (minimum 3 years) in a technical support, PC repair, or help desk role with a strong focus on laptop hardware.
- In-depth knowledge of laptop architecture. Hands-on experience with laptop disassembly/reassembly and component-level replacement.
- Strong troubleshooting skills for Windows and/or macOS environments, including driver management, software installation, and virus/malware removal.
- Good analytical and critical thinking skills with a methodical approach to troubleshooting.
- Good teamwork and collobaration skills
