L2 Technical Support (Service Desk)

Role Description

Prepare regular reports or as requested by management.
Operate the system for monitoring and alerting of incidents, proactively check, and notify customers of any issues.
Receive support requests, incident reports, and inquiries related to technical issues regarding services provided by the company (including Server, Office 365, LeaseLine, VoIP, FTTH, Camera, and Wi- Fi) via email and phone.
Monitor the Key Performance Indicators (KPIs) of various units.
Analyze and categorize information to forward requests to relevant departments while monitoring the progress of their execution.
Perform other IT- related tasks as required by management.

Qualifications

Graduated from a university majoring in Information Technology or Telecommunications.
Certifications in System: MCSA/MCSE, or certifications in Network/VoIP: CCNA/CCNP.
English proficiency: IELTS 5.0 or higher, fluent communication in English or HSK3 or higher in Chinese is an advantage.
Prioritize experience in support and understanding of services such as LeaseLine, FTTH, VoIP, Server, Mail, M365, Google Platform, and Cloud Platform.
Good communication and problem- solving skills, hardworking, eager to learn, and able to handle work pressure.
Basic skills in service management, knowledge of networks, computers, and Microsoft Windows operating systems.
Ability to analyze and identify changes, and propose system improvements to serve work requirements.

Cập nhật gần nhất lúc: 2024-10-16 17:05:03