Keywords / Skills : "IT Support", Information technology, Service desk, Remote support, Helpdesk, IT helpdesk, Software, "Desktop Support Engineer", Desktop Engineer, Technical Support Engineer, Customer Support Engineer, IT ServiCe Desk, IT Help Desk, Hardware Engineer, Laptop Suppo
Job Title: Desktop Support Technician/ IT Support Engineer
Location: Ho Chi Minh, Vietnam
Duration: 1 Year Contract
Scope: End User Computing
IT Support Engineer’s core responsibilities span a number of key strategic requirements, as outlined below:
Helping install, upgrade, deploy and troubleshoot hardware and software systems
Providing desktop and Deskside support to operation at different level.
Collaborating with cross functional teams and explain highly technical information in an easily understandable manner at all levels.
Will be responsible to work on assignments of diverse scopes where analysis of data and hardware requires evaluation of identifiable factors.
Will exercise judgment with supervision within the generally defined practices and policies in selecting methods and techniques for obtaining solutions and must mediate between customers and other departments within the organization to ensure problem resolutions.
Will provide superior customer service through positive attitude, leadership and team player attitude and will be a resourceful thinker with ability to multitask and prioritize deadline.
Skill Requirement from Previous Experiences:
With 3+ proven years of work experience as a Desktop Support Engineer, Technical Support Engineer or similar role with hands-on experience in migration and desktop service and good experience providing service a big span of customers.
With good experience in PC Hardware / Software technical skills & server maintenance
Good Communication and interpersonal skills and good command over English.
Configuring hardware and software applications, network connectivity, mobile computing
With good knowledge of Windows 7, 10 desktop operating systems and working knowledge of office automation products and computer peripherals, like printers and scanners.
Walking customers through installing applications and computer peripherals
Sound knowledge of Configuring data backup, Recovery & Imaging tool
With knowledge of networking/networking security practices and anti-virus programs
Addressing user tickets regarding hardware, software and networking. Resilient and able to provide Desktop and Deskside Support and resolve conflicts with an ability to remotely troubleshoot issues through targeted probing questions to diagnose problems & solve customer problems
Well versed with bug tracking & beta testing
Well versed with Cloud Based Telephone Systems exposure & Video Conference
CIS Worldwide Ltd is a global business continuity enabler and provider of wide range of support services.
We provide best IT/FM services to improve your business efficiency and align your IT infrastructure to your business goals to provide you an edge over your competition. We believe in transforming our client’s business by providing smart solutions to everyday business problems and focusing on quality driven service delivery through our unique processes and culture of innovation.
Our Vision: "To be the transformational business continuity enabler of choice for organizations across the world."
Our Mission: To leverage our IT expertise, experience, leadership and customer centric values to deliver tangible business results, enabling our clients to focus on their core business and achieve their business goals.
Our Values: Provide quality driven IT Services on a foundation of standard process driven operation ,with integrity to delight our customer as and become an extended family of your business ecosystem.
Job Description :
To ensure customer service and support all operations. To create customer delight at every interaction.
Interacting with external customers and internal customers and addressing their queries, requests and complaints.
Committed TATs are met consistently
Complaints Management- addressing customer complaints at the branch, system updation, coordination with Sales/HUB/ other functions for resolution.
Refunds processing and dispatch
Undelivered policy documents tracking and management.
Maintenance of all files and registers.
New Business Processing:-
Handling end to end New business processing starting from creation of Client id,Case start up, New business login, Follow up for policy issuance, Quality Check
Follow up with HUB for policy issuance of pending cases