IT Helpdesk/Administrator

Description:

As a company with continuous growth, we are always on the lookout for people who are willing to start their own development & growth story. Today, Pentalog Vietnam is looking to fill in the Service Desk Engineer open position.
As a Service Desk Engineer, you will join the awesome Service Desk team at our Hanoi office.

Your mission:
    As the first point of contact with the customer, you will handle all IT service desk incidents and requests;
    At times, you will need to support the ITOps team, when business requires it;
    Troubleshoot, document and resolve IT related issues based on solutions found in the knowledge base;
    Update the knowledge base with newly found solutions;
    Work in a timely and efficient manner, while ensuring that attendance, quality and customer service metrics are being met.

Responsibilities:
    Answer incoming calls and log all customer questions and issues accurately and efficiently into ticketing system;
    Troubleshoot hardware, software and network related issues;
    Provide restorative or maintenance actions to resolve end-user issues;
    Assist with defining and documenting knowledge base articles;
    Assist with special project work as needed;
    Escalate problems to the next level of support when necessary;
    Consistently meet or exceed requirement performance criteria.

    Basic IT knowledge in:
        OS: Windows 2000/XP/Seven/8/10, Windows 2003/2008/2016 Server (ActiveDirectory);
        Knowledge of: Linux/Unix;
    Excellent troubleshooting capability;
    Previous successful customer service experience is considered an advantage;
    Sound judgment and decision making skills;
    Strong analytical, technical, problem solving and organizational skills;
    Process and procedure oriented;
    Strong written and oral communication skills;
    Team player, self-motivated, organized, detail oriented and able to handle changing priorities;
    Ability to communicate problems/ issues to customers in a non-technical manner;
    Proficiency in English;
    French language know-how is a plus.
Extra-skills that will come as an advantage:
Knowledge of:
    Networking: OSI, TCP/IP, Ethernet/Fast Ethernet, Routing, Wireless LAN, VLAN, VPN;
    Protocols: DHCP, DNS, LDAP, SNMP, SMTP, POP3, IMAP;
    Security: Antivirus, Firewall, IPSec, LAN & WLAN Security;

Benefits:
    Developing your career within an international group;
    Opportunities to train and work in Europe & some countries in Asia;
    Interesting salary and bonus (including annual bonus + Tet bonus);
    Social/Medical Insurance following Vietnamese Laws;
    Private Personal Health Insurance every year;
    Free foreign languages courses (English and French) held at the company;
    Annual Summer Holiday & Noel party, Team building: quarterly;
    Activities: Events, party, Football club, game club, ping pong club…;
    Free, all-day tea & coffee;
    Working days: From Monday – Friday (8h/day).

Why join us ?
We are a leading European Software Services company, operating internationally in Romania, France, Moldova, Vietnam, US, Mexico, UK and Germany.
Our company employs over 1,100 engineers and IT experts who work in a very dynamic, multicultural environment, where talents and ambitions are recognized & rewarded.
At Pentalog, you will have plenty of opportunities to develop, both as an individual and as a professional.