Must be able to clearly communicate via email, chat and phone with end users and technicians.
Record, maintain and update issues in the Incident Management system.
Keep customers informed on the status of their requests.
Resolution of level one issues - Following knowledgebase articles and procedures.
Document and submit problem resolutions to the knowledge database in order to assist other Support personnel with problem resolutions.
Escalate incidents to level2/level3 support.
Identify recurring issues.
Working shifts:
2.00 PM - 11.00 PM and 7.00 AM - 4.00 PM (Vietnam time) (For November - May)
1.00 PM - 10.00 PM and 6.00 AM - 3.00 PM (Vietnam time) (For June - October)
2
Your skills & qualifications
You properly are a potential candidate for this position, if you have:
Advanced English (in both spoken and written)
Understanding of the basics of Microsoft Server OS and Linux OS.
Network basics, such as TCP/IP, Ping, Trace Route.
Must be customer and detail oriented.
Be able to work in shifts
At least one (01) year of technical support or IT desk side support.
Nice to have:
VMware knowledge.
Hyper-V knowledge.
Willingness to learn new tools and technologies and take on new responsibilities as assigned
3
Benefits
Flexible working hours: Office opens from 6.00 AM to 10.00 PM
13-month bonus & performance bonus
100% salary on probationary period
Private health care package
Premium health care check
Gift (cash/voucher) for every special occasion: New Year's Eve, Tet holidays, International Women's Day, International Children's Day, Mid-Autumn Festival and Birthday
Up to 15 annual leaves/year and additional leaves (up to 3 days)
Team building
Free and un-limited snack, tea, coffee and by-choice request.
