IT Helpdesk Technician

JOB PURPOSE
To provide fast and useful technical assistance on computer systems, answer queries on basic technical issues and offer advice to solve them.
AREAS OF RESPONSIBILITIES
1. Provide technical assistance to End-Users on computer systems:
• Serve as the first point of contact for customers seeking technical assistance over the phone or email
• Perform remote troubleshooting through diagnostic techniques and pertinent questions
• Determine the best solution based on the issue and details provided by customers
• Walk the customer through the problem-solving process
• Direct unresolved issues to the next level of support personnel
• Provide accurate information on IT products or services
• Record events and problems and their resolution in logs
• Follow-up and update customer status and information
• Pass on any feedback or suggestions by customers to the appropriate internal team
• Identify and suggest possible improvements on procedures
2. Self development
• Self-train on new technologies
• Participate in and contribute to department ideation exercises
• Encouraged to self-learning to develop and integrate some small software/utilities for internal usage
3. Undertake other assignments as delegated by Line manager and/or the BOD

MINIMUM ACADEMIC/PROFESSIONAL QUALIFICATION
• Vietnamese national
• University degree, preferably in Computer Science, Informatics Technology, etc.
• Microsoft or IBM certificates on IT (MCSE, etc) is a plus
RELATED EXPERIENCE
At least 1 year experience in IT field, including Computer hardware, Operating system, Email, Internet and Online Cloud based services
COMPETENCIES (KNOWLEDGE, SKILLS & ABILITIES)
• Proven experience as a help desk technician or other customer support role
• Tech savvy with working knowledge of office automation products, databases and remote control
• Good understanding of computer systems, mobile devices and other tech products
• Ability to diagnose and resolve basic technical issues
• Proficiency in English
• Excellent communication skills
COMPETENCIES (BEHAVIORAL)
• Proactive
• Flexible with high energy level
• Self-motivated
• Customer-oriented and cool-tempered
• Result-driven individuals with positive attitudes

- Premium healthcare for employee
- 08 days sick leave full paid per year
- Laptop

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