IT Engineer (Helpdesk)

Job summary:

Key Responsibilities

We are looking for a competent Help desk technician to provide fast and useful technical assistance on computer systems. You will answer queries on basic technical issues and offer advice to solve them.

An excellent Help desk technician must have 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.

As a new employee in Fushan Technology Vietnam many will experience a steep learning curve, that is why it is important that you desire to learn something new and seek new knowledge.

1. Serve as the first point of contact for customers seeking technical assistance over the phone or email.

2. Perform remote troubleshooting through diagnostic techniques and pertinent question.

3. Determine the best solution based on the issue and details provided by end user.

4. Walk the end user through the problem-solving process.

5. Direct unresolved issues to the next level of support personnel.

6. Provide accurate information on IT products or services.

7. Record events and problems and their resolution in ticketing tool.

8. Follow-up and update end user status and information.

9. Pass on any feedback or suggestions by end user to the appropriate internal team.

10. Identify and suggest possible improvements on procedures.

1. Educational background: Bachelor’s degree in Computer Science/IT or other engineering discipline

2. Experiences:

• 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.

3. Skill: Can communicate in English