First Level Tech Support
Found in: Talent CN S2 - 6 days ago
We offer support for routers, switches, firewalls, servers, wireless, migration and much more. Our services include troubleshooting wide-area networks, routers, local area networks, and switches. In addition, our experts install and update software or hardware (modules, memory, power supply, fans, etc.). Other tasks include responding to technical inquiries, logging service and repairs, creating manuals and guides, and training customers, employees, and managers.
The Role
Your responsibilities will include:
- Processing customer inquiries and problems in the area of IT support
- Recording and documenting customer information and support tickets
- Initial contact and first analysis of technical problems
- Providing solutions and instructions for frequently occurring problems
- Escalation of complex cases to second level support
- Monitoring systems and performing basic maintenance tasks
- Updating knowledge bases and creating guides for customers
- Ensuring a professional and friendly customer service experience
- Tracking and monitoring customer satisfaction
- Assisting with the installation and configuration of software and hardware
Ideal Profile
- Specialist knowledge of IT systems, networks, and hardware
- Very good level of English and Chinese (written and verbal) to effectively liaise with the stakeholders of the region.
- Good problem solving and analytical skills
- Customer orientation and friendly interaction with customers
- Time management and prioritization skills
- Willingness to learn and ability to undertake continuous professional development
- Ability to work and collaborate in a team
What's on Offer?
- Great work environment
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