Tính chất công việc
Full-time
Vị trí/chức vụ
Nhân viên/Chuyên viên
Yêu cầu bằng cấp (tối thiểu)
Trung cấp - Nghề
Yêu cầu kinh nghiệm
Trên 1 năm
Ngày đăng tuyển
12/09/2024
Yêu cầu giới tính
N/A
Ngành nghề
Kĩ năng
Địa điểm làm việc
- Hồ Chí Minh
- Receive inbound requests through channels: Email, Teams, ticket system.
- First level of ticket diagnosis to resolve the ticket or escalate to L2 or appropriate person/group support.
- Monitor system performance and alerts in real-time, taking immediate action on any anomalies or issues.
- Logs, categories, priorities, tracks, and routes issue.
- Support tracks tickets until successfully resolved.
- Utilise and update the knowledge base with new solutions and troubleshooting steps-based on resolved incidents.
- Update ticket’s status frequently to users and relevant stakeholders follow SLA.
- Collect and document feedback from drivers and customers on support experiences and common issues.
- Generate regular reports on support metrics, including call volumes, response times,resolution times, and customer satisfaction.
- Report to Team Leader.
- Have 1-3 years of experience in IT Support position.
- Experience in using ticketing systems (Jira) and remote support tools.
- Familiarity with various operating systems (Windows, macOS) and software applications.
- Experience in network, server, database, and application monitoring.
- Experience with cloud platforms and monitoring tools (Guanche, Grafana, Zabbix...).
- Ability to resolve technical basic issues and provide remote support, incoming incident scan be resolved by the L1 support.
- Good communication skills.
- Be able to solve technical problems for non-specialists.
- Ability to work independently and as part of a team.
- Intermediate English communication and writing.
- Competitive salary, negotiable based on qualifications.
- 13th month salary and periodic bonus packages: Performance bonus every month, holiday bonus April 30, September 2 based on seniority.
- Salary review once a year or when there is excellent performance.
- FPT Care social insurance and health insurance for employees.
- Regular and free training programs help employees improve their own capabilities.
- Opportunity to work with big customers around the world, advanced technology, personal development...
- Open, democratic working environment, typical of FPT culture.
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