Job Details
OnSolve Vietnam is expanding rapidly. The primary function of the Senior Helpdesk Technician is to ensure productive and efficient technology for our office by serving as the first point of contact for our employees seeking technical support. Also, the role should provide out of hours support to our international employees in offices around the globe.
The candidate must be sufficiently experienced and determined to define his/her own working process and to provide guidance and support to other helpdesk staff globally.
An excellent Senior Helpdesk Technician must have the good technical knowledge and be able to communicate effectively to understand the problem and explain its solution. They must also be customer-oriented and patient to deal with difficult customers.
Responsibilities
- ● Provide technical support for desktops, network, mobile devices, internet access, wifi and other ICT equipment in person in our District 1 office, including but not limited to:
- ○ troubleshooting and resolving internal network/wifi issues
- ○ Fixing desktop bugs
- ○ Re-installing operating systems and major packages
- ○ Reviewing ISP performance
- ○ Reconfiguring firewall and internet gateway appliances to ensure fast network access
- ○ Ensuring printer functions accurately
- ○ Ensure a consistent desktop setup such as firewall, antivirus, updates
- ● Provide technical support by phone, chat, email and by the ticket to our global employees through remote access or other remote means.
- ● Perform remote troubleshooting through diagnostic techniques and pertinent questions
- ● Direct unresolved issues to the next level of support personnel with appropriate background information
- ● Record events and problems and their resolution in logs
- ● Follow-up on longer running queries and update our employees with status and information
- ● Review technology solutions and make recommendations for purchases based on price, functionality, install/maintenance effort and other factors
- ● Utilize, maintain and develop a knowledge base in an organized manner or using a software tool
- ● Work with our global team in order to perform work functions consistently including identifying and suggesting possible improvements on procedures
- ● Record and track physical IT assets consistent with accounting processes
- ● Record, track and ensure effective use of software licenses
- ● Ensure that supplies for technology are in place in good time
- ● Utilize IT Service Management systems (such as ServiceNow) and processes to ensure that any request made is handled consistently, timely and effectively
- ● Perform any other IT/administration tasks as directed
- ● Occasional production support requests that may occur outside of working hours
Job Requirements
- At least 3 years of experience in a similar helpdesk technology support role
- ● Strong technical knowledge and understanding in a range of current technologies in the ICT sector
- ● Excellent English fluency skills, both written and verbal. Our office language is English
- ● Fluency in Vietnamese
- ● Excellent written and verbal communication
- ● Excellent interpersonal skills
- ● Ability to work without the significant management overhead
- ● Ability to follow an IT Service Management process diligently
- ● Customer-oriented and cool-tempered
- ● A cheerful demeanor and attentive to the needs of the office and employees
- ● Organized, self-motivated and willing to look for opportunities to improve processes and the office environment
It will be advantage if you:
- Have worked in a professional English-speaking global company
- Have provided remote support to customers in the English language
- Have developed new processes and implemented them in ITSM tools such as Remedy and ServiceNow
- Can demonstrate experience of training/coaching other staff members
We offer
- Your health (and your family members’) are important to us; we provide a healthcare package from your start date
- We try to create an environment where you can discover yourselves.
- We care about your work-life balance; our working environment is fun and friendly, and our employees enjoy 18 annual leave days in addition to public holidays.
- You are encouraged to reach the Management Team at any time you have difficulty, need an advice or only want to share your feedback
- We believe that you deserve to be paid with 100% salary in probation time
- We participate fully in Social, Health, and Unemployment Insurance
- We have an annual performance appraisal to understand you and define your career path at OnSolve Vietnam