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Service Desk 1st Line Support Engineer (Contract)

delta_rJob Title : delta_r Service Desk 1st Line Support Engineer (Contract)
Post Date : 12 February 2020
No. Required : 1 position
Job Description :

Responsibilities:

  • Receive and Response to customer inquiries via call/e-mail with prompt, accurate, and courteous replies. 
  • Logging and Tracking the details of customer requests and problems as tickets. 
  • Identify the types, categories, severity, and urgency of the ticket. 
  • Provide technical/non-technical phone support to customers. 
  • Provide remote support and/or remote maintenance customers. 
  • Control and follow up customer tickets in order to comply with customer's Service Level Agreement.
  • Identify the ticket from customers as Maintain or non-Maintain based on customer's contracts.
  • Act as a further escalation point for unresolved or escalated calls.
  • Route customer tickets to proper teams to follow up and handle (both internal and external) including tracking the status of tickets until closure.
  • Escalate the ticket to supervisor when the ticket is going to miss SLA or has a risk to miss SLA.
  • Provide report to customer upon requests.
  • Maintain and/or Update customer information in the Service Desk System.
  • Participate and assist in driving knowledge management process.
  • Others as assigned by Project Manager/Team lead
  • Work Place:  FTH, Exchange Tower
  • Work Time : Ability to work flexible, 24x7, rotating shifts, including weekends and public holidays        
Qualification :
  • Male or Female, age not over 27 
  • Bachelor's Degree in Computer Science, Computer Engineering, Information Systems, or IT related fields. 
  • 0.5-3 years' experience in IT/Engineering Technical support or Customer Service area.  
  • Proficiency in English.
  • Able to understand customer contracts, Service Level Agreement, and Scopes of work
  • Basic Knowledge of Computer Hardware, Windows operating System, and MS Office
  • Good Troubleshooting skills and Customer Service mind 
  • Excellent communication skills.
  • Able to work under pressure and time constrain.
  • Able to work in shift and overtime.
  • Fair typing skill for both English and Thai. (Estimate: 25-30 words per minute).     

The attractive remuneration package (salary, bonus, commission, profit sharing, gasoline allowance, good training support, etc.) will be commensurate with successful candidates. Only short-listed candidates will be notified. Interested applicants are invited to apply with full resume, a recent photograph, transcript and current/expected salary to the following address :

Human Resources Department (Recruitment)
Fujitsu (Thailand) Co., Ltd. (FTH)

icon-telephone Tel: +66 (0) 2302 1683,1691
icon-fax Fax: +66 (0) 2302 1555
icon-mailE-mail:recruit@th.fujitsu.com
Address:
  Exchange Tower, 22nd-23rd Fl, 388 Sukhumvit Road, Kwaeng Klongtoey, Khet Klongtoey,
  Bangkok 10110

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