SPS Vietnam

Tóm tắt công việc

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Position: Tier 2 NOC Technician.
Salary: Competitive.
Language: Fluent English.

*** Essential duties and responsibilities

1. Act as first level technical support for all inbound calls
2. Review, assess and complete customer service requests for technical support and escalate to higher level support if needed.
3. Diagnose and resolve incident tickets.
4. Answer inbound calls and resolve incidents for field service technicians.
5. Ability to manage and troubleshoot the application problem as per standard procedures or as directed by the NOC Supervisor and/or
6. Operations Engineers.
7. Monitor network status and provide support for issues related to the network infrastructure, hardware and applications.
8. Create and update trouble tickets as required by standard procedures.
9. Assist with escalations as requested by Engineers or Management.
10. Provide timely and effective technical support to meet the customer’s expectations via telephone or in person.
11. Escalate problems to the appropriate engineering disciplines within the organization or external vendors as required to achieve resolution
12. This position requires you to work nights, Holidays and weekends as well as be on-call when required.

*** Job Requirements

1. Education:
- Associates degree or equivalent from a two-year college or technical school or related experience in a technical setting.

2. Job-related Experience:
- Previous experience in a Network Operations Center preferred.
- Familiarity with field service concepts, practices, and procedures.
- Knowledge and experience using a trouble ticketing system such as Remedy
- Experience using network monitoring systems such as Nagios, CheckMK, HP Openview, Solarwinds Orion, and Cacti.

3. English:
Excellent English communications skills (verbal and written) is a MUST

4. Working abilities & soft skills
- Exceptional attention to detail.
- Excellent time management and organizational skills.
- Strong analytical skills.
- Self-starter who can find and resolve issues as they are identified.
- Ability to successfully interface with a wide range of personnel within the organization.

*** Benefit
- Salary: Competitive
- Annual salary review based on employee's performance and contribution and another salary review in a year for employees with really excellent performance
- Year-end bonus, Project bonus based on company's salary policy
- Meal allowance
- Healthcare and incident insurance
- Other normal benefits: insurance, 13th salary, annual company trip, team building activities
- Sport activities: Football, badminton
- Training: Language, Soft skills and Technical skills