2022-05-20
29times
IT Service Desk Technician
Negotiable
Food & Accommodation
Annual Vacation
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Basic info
Job TypeFull-time
Recruiting Numbers3People
DepartmentIT
EducationBachelor
Work Experience1-3year
Age range No Limit
Working Location2 Thnou St, Preah Sihanouk, 柬埔寨(Sihanoukville/Sihanoukville)
Job Description
• Serve as the first point of contact for rend users seeking technical assistance over the phone or email
• Perform remote troubleshooting through diagnostic techniques and pertinent questions
• Determine the best solution based on the issue and details provided by customers
• Walk the customer through the problem-solving process
• Direct unresolved issues to the next level of support personnel
• Provide accurate information on IT products or services
• Record events and problems and their resolution in logs
• Follow-up and update customer status and information
• Pass on any feedback or suggestions by customers to the appropriate internal team
• Assist in the creation of technical standard operating procedures and training material; including complex business processes, system documents, and industry standards
• Communicate and ensure adherence of policies and procedures by technical support engineers
• Initiate continuous improvement initiatives to drive support and service excellence
• Act as a customer liaison and point of contact throughout the ticket
• Troubleshoot production problems with software, hardware, network products for and with customers.
• Take initiative to accomplish tasks involving communication/coordination with Infrastructure, InfoSec, Development & AV
• Partner with various engineering teams to troubleshoot, analyze, and resolve tickets
• Ability to work well as a member of a large team spanning multiple cultures and time zones.
• High self-motivation and ability to learn multiple technologies and software applications with little supervision.
• Ability to communicate clearly both verbally and in written form; especially technical concepts.

Job Requirements
• Customer Centric Focus.
• Practical decision making and problem resolution skills.
• Proven experience as a help desk technician or other customer support role
• Tech savvy with working knowledge of office automation products, databases and remote control
• Good understanding of computer systems, mobile devices and other tech products
• Ability to diagnose and resolve basic technical issues
• Virtualization knowledge and experience working with virtualization tools (e.g. VMware vCenter, OpenStack or similar) is a plus
• Intermediate knowledge of Windows and Linux
• Experience with enterprise networking/storage/servers hardware; especially as it relates to virtualized environments.
• Excellent (written and spoken) communication and customer support skills.
• Experience with database administration (e.g. MS SQL Server, PostgreSQL, MongoDB).
• Experience with configuration and maintenance of web servers (e.g. IIS 7.0+, NGINX, Apache)
• Familiarity with Two-Factor Authentication concepts.
• Maintain, and monitor service level agreements, ensuring assigned incidents are responded to, diagnosed, and resolved swiftly and effectively;
• Prioritizes incidents and tickets in order to improve the team's effectiveness;
• Ensure incident and tickets are regularly updated to reflect the current status and provide accurate metrics for service improvement;
• Manage internal and external resources to provide cost effective service delivery;
• Manage inventory of IT assets focusing on desktop software, workstations, and branch devices.
• Create and establish procedures related to workstation management, operational service delivery, and technical support;
• Participate as needed in audits
• Performs other duties as assigned.
• Ability to provide training and support for users with varying degrees of IT knowledge
• Ability to communicate problems and resolutions effectively and professionally to non-IT personnel
• Ability to present complex concepts and technologies in a clear and concise manner
• Experience in a gaming or casino IT environment is desirable
• Resourcefulness and problem-solving aptitude
• Ability to seek out vulnerabilities in IT infrastructures
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