Job description for IT Service Desk L2 at FPT Telecom International
We are seeking a detail-oriented and customer-focused IT Service Desk staff member to support and maintain our technical services. This role is essential in ensuring smooth operations and high customer satisfaction by addressing technical issues and coordinating with internal teams.
1. Responsibilities
- Receive and respond to support requests, incident reports, and technical inquiries related to company services (including Server, Office 365, LeaseLine, VoIP, FTTH, Camera, and Wi-Fi) via email and phone.
- Operate monitoring and alert systems to proactively detect and communicate incidents to customers.
- Analyze and categorize requests to escalate them to the appropriate departments while tracking their resolution progress.
- Monitor Key Performance Indicators (KPIs) of internal technical teams and departments.
- Prepare periodic or ad-hoc reports as requested by management.
- Perform other IT-related tasks as assigned by management.
2. Qualifications
- Bachelor’s degree in Information Technology, Telecommunications, or a related field.
- Basic knowledge of service management, networking, computer systems, and Microsoft Windows operating systems.
- Strong analytical skills with the ability to detect issues and propose system improvements.
- Relevant certifications preferred: Systems (MCSA, MCSE), Networking/VoIP (CCNA, CCNP)
- Prior experience in technical support, especially with services like LeaseLine, FTTH, VoIP, Servers, Email systems, M365, Google Workspace, or Cloud platforms, is highly valued.
- Excellent communication and problem-solving skills; proactive, eager to learn, and able to work under pressure.
Language requirements:
- English proficiency: IELTS 5.0+ or equivalent; fluent verbal and written communication preferred.
- Chinese language proficiency (HSK 3+) is an advantage.
3. Benefit
- Competitive salary based on experience and qualifications, including base pay and job-related allowances.
- Attractive annual income package, including a 13th-month salary and performance-based bonuses.
- Annual company trips and paid vacation.
- Full participation in social insurance per labor law, plus 100% company-paid FPT Care health insurance.
- Annual health check-ups.
- 50% discount on FPT Internet and television services.
- Opportunities to participate in advanced technical and professional training programs.
