We are seeking a detail- oriented and customer- focused IT Service Desk staff member to support and maintain our technical services. This role is essential in ensuring smooth operations and high customer satisfaction by addressing technical issues and coordinating with internal teams.
Responsibilities
Analyze and categorize requests to escalate them to the appropriate departments while tracking their resolution progress.
Perform other IT- related tasks as assigned by management.
Prepare periodic or ad- hoc reports as requested by management.
Operate monitoring and alert systems to proactively detect and communicate incidents to customers.
Receive and respond to support requests, incident reports, and technical inquiries related to company services (including Server, Office 365, LeaseLine, VoIP, FTTH, Camera, and Wi- Fi) via email and phone.
Monitor Key Performance Indicators (KPIs) of internal technical teams and departments.
Qualifications
Excellent communication and problem- solving skills; proactive, eager to learn, and able to work under pressure.
Basic knowledge of service management, networking, computer systems, and Microsoft Windows operating systems.
Bachelor’s degree in Information Technology, Telecommunications, or a related field.
Relevant certifications preferred: Systems (MCSA, MCSE), Networking/VoIP (CCNA, CCNP)
Prior experience in technical support, especially with services like LeaseLine, FTTH, VoIP, Servers, Email systems, M365, Google Workspace, or Cloud platforms, is highly valued.
Strong analytical skills with the ability to detect issues and propose system improvements.
Language requirements:
English proficiency: IELTS 5.0+ or equivalent; fluent verbal and written communication preferred.
Chinese language proficiency (HSK 3+) is an advantage.
Benefit
Annual company trips and paid vacation.
Attractive annual income package, including a 13th- month salary and performance- based bonuses.
Annual health check- ups.
Full participation in social insurance per labor law, plus 100% company- paid FPT Care health insurance.
50% discount on FPT Internet and television services.
Opportunities to participate in advanced technical and professional training programs.
Competitive salary based on experience and qualifications, including base pay and job- related allowances.
