- Researches, resolves, and responds to complex questions received via telephone calls or escalations, and provides support on services following current standards. Follows up with the user to ensure the problem is resolved satisfactorily.- Acquires and maintains knowledge of relevant product offerings, current support policies, and methods of support delivery, to provide technically accurate solutions to users.- Develops and provides technical coaching and mentoring to other desktop services staff and company associates.- May act as product liaison for major products, working with other areas of IT, other departments, and third-party vendors to solve technical issues as needed.- Installs new or upgraded hardware/software as assigned via service requests. Coordinates installation with the user and follows up to ensure customer satisfaction.- Must be able to manually lift to thirty (30) pounds when moving and repositioning personal computers and ancillary equipment.- Provide accurate and timely logging of customer incidents and tasks to meet agreed-upon service levels.- Demonstrate initiative and act independently to resolve problems.- Participate as a member of the rotating IT on-call team that provides 24-hour support to internal customers. Not all sites require on-call participation.- Participate in team projects as requested.- Management of onsite AV Technical Management, including configuration & installation of AV devices.- Perform routine testing and problem diagnosis for projectors, microphones, speakers, amplifiers & LCD/Plasma Displays.- Perform preventative maintenance to resolve the problem or identify resolution to the appropriate vendor or manufacturer.- Coordinate with AV equipment OEMs for resolution/workarounds, when required.- Assist with company meetings/functions that require the use of AV infrastructure (audio, video conferencing, webcasting, visual display or projection, and control system (AMX, Crestron) operations.- Interact with client Customer Help Desk ticketing system to respond to end-user requests.- Coordinates with client staff to determine AV basic infrastructure requirements for any new conference room or media design.- Setup and breakdown of all onsite meetings.- Daily system testing to ensure equipment and room functionality.- Responsible for escalating all "next level" break-fix issues to their manager for resolution.- Perform remote testing for local and regional offices.- Ensure all AVS spaces are presentable for use.- Polycom AV equipment management and configuration.- Videoconferencing experience including operation, call set-up, and equipment.- Establishing and testing of individual and group VC sessions, i.e. meeting support, including consultation of users on the best possible connection type.- Minimum of 2 years of technical experience in providing Deskside Support- PC hardware repair (Dell/HP), Windows system support, OS X Support- Software installation/troubleshooting- Performing Tech Refresh- Mobile device support (iOS/iPhone/iPads) - excluding warranty hardware repair
58 Mạc Đỉnh Chi, Quận 1, Ho Chi Minh City, Vietnam
Được thành lập năm 1994, TTC Infotech là một trong những công ty hàng đầu về công nghệ thông tin ở Việt Nam,. Chúng tôi cung cấp trọn gói các sản phẩm & dịch vụ như : Thiết kế & tư vấn hệ thống mạng. Thiết kế & triển khai hệ thống cáp mạng. Tích hợp hệ thống. Cài đặt hệ thống Lan, Wan, Intranet. Các giải pháp phần mềm. Dịch vụ bảo trì. Bán & cho thuê thiết bị. Công ty TTC Infotech đã trải qua hơn 20 năm trong việc xây dựng mối liên kết chiến lược với những hãng tích hợp hệ thống công nghệ thông tin hàng đầu thế giới, đảm bảo ngày càng phục vụ tốt hơn các nhu cầu của khách hàng. Những mối quan hệ này cho phép chúng tôi cung cấp những hệ thống tiên tiến, nâng cao hiệu quả qua việc nghiên cứu, và hoạt động ổn định qua dịch vụ hổ trợ kỹ thuật cho khách hàng.
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