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Senior Support Engineer

Faro Recruitment Vietnam JSC
Updated: 17/10/2019

Employment Information


  • Insurance
  • Travel opportunities
  • Incentive bonus
  • Health checkup
  • Training & Development
  • Salary review

Job Description

General Responsibilities:

  • Responds to Tier I support requests via multiple sources such as phone and email. Enters call data into the tracking system. Interacts with clients in a courteous and professional manner.

  • Troubleshoots and diagnoses escalated problems by evaluating multiple options using checklists and guides. Seeks technical assistance or escalates problem, when necessary. Implements predetermined software or hardware changes to rectify any issues.

  • Documents incident/problem status and resolution in tracking log. Documents solutions to common problems and responses to frequently asked questions.

  • Works with basic infrastructure products and basic networking products. Provides maintenance and support for basic client products, peripherals, network and physical moves.

  • Setup, configure, and maintain video-conference, audio-visual equipment and other electronic devices for presentations or conferences.

  • Work closely with other IT support elements, both within the region and in HQ IT.

  • Configures, installs and troubleshoots PCs, peripheral equipment, and other personal computing devices.

  • Evaluate and pilot test new products and services, both hardware and software.

  • Maintain a proper inventory of all IT related equipment and software.

  • Disseminate IT information to the office and visiting staff.

  • Keeps him/herself abreast with technologies (hardware and software) deployed on Purchaser’s premises.

  • Follows Standard Operating Procedures and demonstrates commitment to achieve SLA goals of the team.

Job Requirement

Technical Qualifications:

  • In-depth understanding of information systems technology to include common computer applications, operating systems, hardware, networks, and messaging systems of the types used by Purchaser.

  • Strong Hands-on experience in resolving common problems in the area of Computer Hardware, Email systems, Remote Access and Network communications

  • BS degree in Computer Sciences, Engineering, Information Systems Management, or related field or equivalent work experience of three years.

  • Industry certifications like MCSE, CCNA, etc. is preferred.

  • Min 4-year experience in a relevant technical field.

Communication and Customer Service:

  • Excellent English verbal and written communication skills.

  • Superior customer service approach to dealing with people at all levels in an organization.

More Information

  • Degree: Bachelor
  • Age: Unlimited
  • Job type : Permanent

Company Overview

Faro Recruitment Vietnam JSC
Since its establishment in January 2006, Faro Recruitment Vietnam JSC (formerly TT Royal Human Resources Management JSC) has developed its business in...Detail

Senior Support Engineer

Faro Recruitment Vietnam JSC

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