Senior Engineer, Technical Support (Quality Lead) (Vietnamese Speaking)
George Town, Pulau Pinang

Job Description

Job ID R51199 Date posted Jul. 03, 2019

Job Description

* Responsibility
* Coaching frontline agents in area of challenges to meet their performance requirement.
* Regular calls audit to validate the competency and capability to deliver quality service experience and resolution.
* Diagnosis & troubleshoot via telephone, computer systems,
* Servers /storage & software systems within standard time frames.
* Escalation of issues to the Product Support team and/or Technical Support Manager in order to resolve the issue to the customer's complete satisfaction.
* Analytical, articulate, result-oriented and provide excellent follow-up.
* Maintain accurate call logging and tracking into Helpdesk database.
* Possess excellent communication skills and the ability to work with diverse range of people with varying levels of technical understanding and ability in international environment.
* Requirements
* Degree in Computer Science / IT related discipline with at least 1 year related working experience.
* Advance Diploma/Diploma holders in Computer Science/IT related discipline with a minimum of 3 years working experience in providing direct support to end-users either in customer service/field engineering or corporate help desk are also encouraged to apply.
* Those with professional certification from Microsoft/Red Hat/Novell will have an added advantage.
* Strong understanding and technical ability for servers/Storage, Software systems and applications supported and sold by Dell Asia Pacific Sdn
* Exposure&knowledge to the following systems technologies:
* Intel CPU based servers
* SCSI , RAID and SAS
* Fiber Channel storage subsystems
* ISA, PCI, EISA, combo interfaces
* ECC, SDRAM memories
* Backup solutions and peripherals
* Systems management (an added advantage)
* Systems recovery (and added advantage)
* LAN with Ethernet/802.3 network like 10baseT, 100BaseTx, and Token Ring or fiber optics (an added advantage)
* Structure cabling systems
* MS Windows 2000/2003/2008 or NetWare 4.x/5/6 operating systems
* TCPIP, Netbios and other protocols.
* Microsoft clustering, Microsoft Internet, Storage, Unix
* Virtualization technology
* Requirements
* Degree in Computer Science / IT related discipline with at least 1 year related working experience.
* Advance Diploma/Diploma holders in Computer Science/IT related discipline with a minimum of 3 years working experience in providing direct support to end-users either in customer service/field engineering or corporate help desk are also encouraged to apply.
* Those with professional certification from Microsoft/Red Hat/Novell will have an added advantage.
* Strong understanding and technical ability for servers/Storage, Software systems and applications supported and sold by Dell Asia Pacific Sdn
* Exposure&knowledge to the following systems technologies:
* Intel CPU based servers
* SCSI , RAID and SAS
* Fiber Channel storage subsystems
* ISA, PCI, EISA, combo interfaces
* ECC, SDRAM memories
* Backup solutions and peripherals
* Systems management (an added advantage)
* Systems recovery (and added advantage)
* LAN with Ethernet/802.3 network like 10baseT, 100BaseTx, and Token Ring or fiber optics (an added advantage)
* Structure cabling systems
* MS Windows 2000/2003/2008 or NetWare 4.x/5/6 operating systems
* TCPIP, Netbios and other protocols.
* Microsoft clustering, Microsoft Internet, Storage, Unix
* Virtualization technology

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