Technician, Service Desk

Ensuring all incidents are progressed & cleared within SLA – escalating to other internal and external teams as appropriate
Following network security procedures for the purpose of Adds, removes, and changes for network users
Monitoring server and network services and escalating through given workflow procedures
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
Installing and supporting Windows Desktops in a workgroup or Active Directory domain
Troubleshooting, diagnosing and resolving 1st level incidents
Documentation and updating knowledgebase
Troubleshooting, diagnosing and repairing or replacing computer hardware
Establishing and maintaining contact with vendors for support and problem resolution
Identifying and recommend solutions for repeat issues or service risks into service management teams
Investigating documentation for resolution of known problems
Taking ownership of incidents and managing them in a logical and methodical manner
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

Flexibility and adaptability in a dynamic environment
Effective verbal and written communication skills with an ability to communicate issues and resolutions to all levels of the organization;
Skilled in first line incident diagnosis and resolution.
4 years of professional IT Support experience desired
Ability to work well under pressure and tight deadlines
Must have excellent customer service skills with an ability to demonstrate patience, tact, and respect
Ability to work independently as well as within a collaborative team setting
Strong problem-solving abilities;
Strong technical knowledge in: Personal computers, printers, and network equipment; Windows WIN 10; MS Office 2013/ 2016 Suite;General network troubleshooting
Proven track record of continual service improvement and ticket management

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
Professional and multicultural working environment

Cập nhật gần nhất lúc: 2022-05-08 09:22:04