Job description for Technical Support Engineer at Công ty TNHH TP-Link Technologies Việt Nam
Key Responsibilities:
• Deliver multi-channel customer support (phone, email, online) to resolve technical issues and handle requests related to networking devices, security cameras, and other products for SMB and SME customers.
• Conduct product consultations, configurations, and remote setup assistance, including on-site support when required.
• Support customers in solution design and provide guidance on product optimization and best practices.
• Process and resolve technical customer inquiries in a timely and efficient manner.
• Perform thorough testing and verification of reported product issues, conduct root cause analysis, and implement effective solutions.
• Provide helpdesk support within the office as requested by direct management.
• Work closely with technical teams and cross-functional departments to address complex issues, ensuring service excellence and customer satisfaction.
• Execute additional technical tasks as assigned by direct management to maintain operational efficiency.
• Track, document, and update technical issues while suggesting process improvements to enhance service quality.
• Submit daily, weekly, and monthly activity and performance reports to direct manager
Job Requirements:
• Bachelor’s degree in IT, Telecommunications, or related fields.
• At least 1-2 years of experience in technical customer support, product testing, or Helpdesk support.
• Strong knowledge of network devices (Router, Switch, Access Point, Firewall) and protocols such as TCP/IP, DHCP, DNS, and VPN.
• Hands-on experience with IP camera systems, configuring NVR/DVR, and surveillance software.
• Excellent analytical and problem-solving skills for quick and effective troubleshooting.
• Professional communication, consultation, and customer care skills.
• Ability to work under pressure, with a high sense of responsibility and teamwork spirit.
• Prefer candidates with certifications like CCNA, CCNP, MCSA, or equivalent.
• Good at English communication
• Good time management and organizational skills.
Benefits:
• Quarterly and yearly bonus structure based on performance
• Opportunity to earn recognition through our "Best Staff of the Quarter" award.
• PVI health insurance package and full social insurance
• Free in-house entertainment facilities and snack, coffee, and tea
• Join in various team building, team dinners, birthdays, and Xmas events.
• Lovely gifts/bonuses from the company: Tet, public holidays, weddings, giving birth, women's day.
• Opportunity to work in a fast-paced and dynamic environment
• Be part of a creative and collaborative team
