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Mô tả công việc
The Technician, Service Desk will be the 1st point of technical resource for users, ensuring solutions of escalated issues are achieved with a suitable outcome. The role is focused upon day to day delivery of technical support within a fast-paced environment with attention to detail and accuracy. The nature of the business requires a high level of problem-solving ability, time management and initiative.
Duties may include but not limited to:
Taking ownership of incidents and managing them in a logical and methodical manner
Ensuring all incidents are progressed & cleared within SLA - escalating to other internal and external teams as appropriate
Installing and supporting Windows Desktops in a workgroup or Active Directory domain
Troubleshooting, diagnosing and repairing or replacing computer hardware
Troubleshooting, diagnosing and resolving 1st level incidents
Following network security procedures for the purpose of Adds, removes, and changes for network users
Documentation and updating knowledgebase
Establishing and maintaining contact with vendors for support and problem resolution
Proactively contribute to continuous service improvement through identification of process improvements and problem prevention
Managing faults through their entire lifecycle from the first point of contact through to resolution, proactively keeping the customer informed of progress
Identifying and recommend solutions for repeat issues or service risks into service management teams
Ensuring effective management of issues raised via telephone, email, self-service and face to face and handling the resulting incidents or service requests, using agreed incident management and request fulfilment processes
Conducting IT trouble/incident ticket reviews
Investigating documentation for resolution of known problems
Monitoring server and network services and escalating through given workflow procedure
Yêu cầu
+3 years of professional
IT Support experience desired
Strong technical knowledge in:
Personal computers, printers, and network equipment
Windows OS
MS Office 365
General network troubleshooting
Must have excellent customer service skills with an ability to demonstrate patience, tact, and respect
Effective verbal and written communication skills with an ability to communicate issues and resolutions to all levels of the organization;
Strong problem-solving abilities;
Ability to work well under pressure and tight deadlines
Flexibility and adaptability in a dynamic environment
Ability to work independently as well as within a collaborative team setting
Proven track record of continual service improvement and ticket management
Skilled in first line incident diagnosis and resolution
Quyền lợi
Professional and multicultural working environment
Good and competitive HR benefits (Additional insurance, staff housing, daily shuttle bus Danang - Hoiana, duty meal, ...)
Big-scale project in central Vietnam
Career Development Opportunity
Thông tin khác
Địa điểm làm việc
- Quảng Nam
Việc làm Quảng Nam
Thông tin chung
- Ngày hết hạn: [protected info]
- Thu nhập: Thỏa thuận
Nơi làm việc
