Job Requirements

  1. Open to Diploma/Degree holders in any fields.
  2. 1-2 years of IT Service Desk/Help Desk experience in a 24x7 Operations is required.
  3. Proficiency in English & Vietnamese languages.
  4. Experienced in use of Service Desk voice, email, chat and ticketing tools like ServiceNow, Remedy, Siebel, Clarify, CA helpdesk, VNC, ControlF1, Dame Ware, Net meeting, Microsoft Share point, etc.

Job Description

  1. Handle L1/L1.5 calls originating from Retail Stores
  2. Handle calls related to password resets, under access provisioning, release of HW/SW, network and wireless connectivity, general IT (including POS systems, printers, scanners, displays) troubleshooting, etc.
  3. Create & Update Knowledge Document
  4. Work with L2 team on improving L1/L1.5 Resolution
  5. Perform approved L2 troubleshooting steps

Preferred Qualifications

  1. Preferable experience in supporting IT hardware, IT Equipment Refresh, new application rollout support, printers, scanners, displays, retail store level software support, etc.
  2. Technical proficiency with MS operating systems and MS suites, desktop and mobile applications
  3. HW/SW troubleshooting skills preferably in retail store POS (Point of Sale) systems
  4. Network connectivity, dial up and wireless systems troubleshooting skills
  5. Knowledge on active directory, domain controllers, password reset tools, etc.
  6. Knowledge on Mobile Device Management for Apple devices (iOS) using VMware AirWatch or through AWS Cloud
  7. Work experience with Global clients (preferred)
  8. Strong knowledge on operations/service delivery and ability to manage critical situations with minimum supervision