TSG Technician/ IT Support

*Reports To:TSG Supervisor
Job Summary:
The Technician provides quality technical customer support through efficient asset management, timely problem resolution, comprehensive training on new rollouts, and innovative solutions that add value, reduce cost, save time, and increase productivity. He or she provides knowledgeable support of UPS systems to resolve problems quickly and accurately. This position reports to the Technology Service Group (TSG) Supervisor.
*Key Responsibilities:
Duty Name/Description
•Responds to customer service requests within the Service Level Agreement (SLA) timeframe
•Communicates with customers by phone to discuss identified problems or concerns and resolve the issues or conducts site visits within the district if service issue can’t be remotely resolved to troubleshoot issue and / or install or upgrade hardware and software.
•Conducts follow-up with customers to verify issues were resolved completely.
•Performs PC audits and analysis to verify compliance with UPS technology standards.
•Builds new PCs in accordance with UPS standards to ensure proper PC performance.
•Installs upgrades as released and required to maintain expected system and PC functionality.
•Ensures equipment spares within the building are updated, configured properly, fully functioning, and ready for the operation to replace if systems fail.
•Gains time commitments from others and sets schedule to complete projects by the required due dates.
•Notifies necessary team members of the project’s progress to facilitate their ability to effectively plan.
•Logs into Inventory Database to update and maintain inventory and ensure correct listing of equipment spares and equipment is completed.
•Works with Supervisor to evaluate reparability of non-functioning equipment or determine equipment disposal.
•Performs equipment exchange and records inventory controls to maintain proper records of equipment.
•Maintains a local Disaster Recovery Binder to provide documentation of equipment, inventory control, and ensure alternate service technicians can troubleshoot problems.
•Completes disaster recovery drills and exercises to verify that the documented procedures work correctly.
•Makes corrections to documentation as needed and ensure problems are corrected.
•Keep spares in good condition (e.g., clean, working, and easily accessible) to ensure they can be used if technological disasters occur.
•Works within the company's policies and practices to meet work group objectives.

•4-5 years of experience in equivalent positions.
•Has some experience working in a express environment is preferred.
•Demonstrates a detailed understanding of processes, procedures, and technology for intermodal transportation.
•Excellent analytical and problem-solving skills
•Good interpersonal and communication skills in order to work across functions with teams in both Vietnam and overseas
•Degree in IT or relevant fields
•Must understand basic English
Compensation & Benefits:
•Dynamic working environment with competitive remuneration.
•Attractive incentive system including annual salary review, year-end bonus and stock options based on individual and company’s performance.
•Premium health care
•Social insurance, health insurance, unemployment insurance
•Other benefits such as annual health check-up, family days, year-end party and many training opportunities.