- Lead and manage support engineer staff
- Instruct and advice staff related process of technical trouble shoot.
- Clarify and escalate all critical case to team and management
- Well understanding and follow the strategy plan from management
- Apply sop strategy, proactive, reactive procedure in daily operation.
- Clarify overtime, weekly and monthly report of each staff.
- High respond to customer & Management strategy.
* Solutions Support Team Leader
- Lead and manage solutions team to complete task or project effectively
- Instruct and advice staff relate process of solution
- Follow up and update project status assigned by management.
- Manage staff report
- Analyze scope of work of solution project, cost effective
- Assign task and evaluate staff performance
• Correctly record and label all received PC/Laptops/other hardware and its physical conditions and packaging and properly store them in appropriate/assigned space
• Assess software issues and recommend solution and service pricing
• Install software and troubleshoot software issues for customers at both AnAnA Service Center and outside
• Consult and ask for advices from Software Supervisor in case of meeting difficult software issues or difficult operational issues
• Properly pack the repaired laptop/PC/hardware and give to Customer Service Team
• Prepare and send daily/weekly/monthly report to Software Supervisor
• Provide IT support to customer, mainly related to internet service
• Assist troubleshoot networks, internet connectivity in the customer site or the company
• Install, configure, and maintain internet connection, network cabling, and other related equipment, and devices, adds or upgrades hardware and software and configures wireless access point, router with wireless and related equipment
• Implement network security and provide technical support to customer, anti-virus updates, managing host security and other related PCs.
• Configure e-mail client and provide technical support for our customer (Anti-Virus, Spam protection and scanning, and other related e-mail)
• Travel to customer site to install/configure modem/device & solve other related internet issues
• Customers’ site survey and draw diagram, included laying cable
• POP maintenance
- To respect the maintenance schedule.
- To perform the maintenance, repairing, and installation works.
- To submit daily report and maintenance report to Supervisor
- Responsible another concerning job
- Others task by Manager
• Provide IT support to customer, mainly related to internet service
• Assist troubleshoot networks, internet connectivity in the customer site or the company
• Install, configure, and maintain internet connection, network cabling, and other related equipment, and devices, adds or upgrades hardware and software and configures wireless access point, router with wireless and related equipment
• Implement network security and provide technical support to customer, anti-virus updates, managing host security and other related PCs.
• Configure e-mail client and provide technical support for our customer (Anti-Virus, Spam protection and scanning, and other related e-mail)
• Travel to customer site to install/configure modem/device & solve other related internet issues
• Customers’ site survey and draw diagram, included laying cable
• POP maintenance
• Provide IT support to customer, mainly related to internet service
• Assist troubleshoot networks, internet connectivity in the customer site or the company
• Install, configure, and maintain internet connection, network cabling, and other related equipment, and devices, adds or upgrades hardware and software and configures wireless access point, router with wireless and related equipment
• Implement network security and provide technical support to customer, anti-virus updates, managing host security and other related PCs.
• Configure e-mail client and provide technical support for our customer (Anti-Virus, Spam protection and scanning, and other related e-mail)
• Travel to customer site to install/configure modem/device & solve other related internet issues
• Customers’ site survey and draw diagram, included laying cable
• POP maintenance
Key Responsibilities
Follow up with customers to ensure they are satisfied with service.
Promote cooperation and teamwork among technicians and support staff.
Assist other Service Advisors when needed.
Check customer's service history, schedule appointments, enter repair order information and manage information.
Follow up to resolve and communicate resolution of customer concerns to local market Ford Customer Satisfaction organization.
Verify time ticket information
• Provide IT support to customer, mainly related to internet service
• 主要面对互联网客户与提供IT技术支援
• Assist troubleshooting of networks, internet connectivity at customer site or within the company
• 辅助解决公司内部及客户网络连接问题
• Install, configure, and maintain internet connection, network cabling, and other related equipment, and devices, add or upgrade hardware and software, and configures wireless access point, router with wireless and related equipment
• 安装、设置、维护网络设置及其连接，布线，增减、升级软硬件；设置无线网络，路由器及其相关设备
• Implement network security and provide technical support to customer, anti-virus updates, managing host security and other related PCs.
• 为客户配置网络安全及提供技术支援，例如防毒软件更新，服务器和相关主机安全设置等。
• Configure e-mail client and provide technical support for our customer (Anti-Virus, Spam protection and scanning, and other related e-mail)
• 设置客户端电邮并提供相关支持。（防毒软件，垃圾邮件过滤与扫描等电子邮件服务）
• Travel to customer site to install/configure modem/device & solve other related internet issues
• 到客户处安装/设置modem等设备，并解决相关连接问题
• Customers’ site survey and draw diagram, included laying cable
• 客户现场探测，并提供布线方案图
• POP maintenance
• 端点维护
- On phone, on site and remote support to customer mainly related to internet service
- Assist troubleshoot networks, internet connectivity in the customer site or the company
- Provide recommendation and suggestion to customer
- Install, configure, and maintain internet connection, network cabling, and other related equipment, and devices, adds or upgrades hardware and software and configures wireless access point, router with wireless and related equipment
- Implement network security and provide technical support to customer, anti-virus updates, managing host security and other related PCs.
- Configure e-mail client and provide technical support for our customer (Anti-Virus, Spam protection and scanning, and other related e-mail)
- Keep track in ticket system
- Maintain customer relationship
- Other tasks assigned by team leader or manager
• Provide IT support to customer, mainly related to internet service
• Assist troubleshoot networks, internet connectivity in the customer site or the company
• Install, configure, and maintain internet connection, network cabling, and other related equipment, and devices, adds or upgrades hardware and software and configures wireless access point, router with wireless and related equipment
• Implement network security and provide technical support to customer, anti-virus updates, managing host security and other related PCs.
• Configure e-mail client and provide technical support for our customer (Anti-Virus, Spam protection and scanning, and other related e-mail)
• Travel to customer site to install/configure modem/device & solve other related internet issues
• Customers’ site survey and draw diagram, included laying cable
• POP maintenance
• Correctly record and label received PC/Other hardware and its physical conditions and packaging and properly store them in appropriate/assigned space
• Assess hardware issues and recommend repairing solution and service pricing
• Repair hardware and/or similar devices at both AnAnA Service Center and outside
• Suggest Hardware Team Leader to order hardware’s parts for the purpose of replacement
• Consult and ask for advices from Hardware Team Leader in case of meeting difficult hardware issues or any other operational issues
• Properly pack the repaired PC/other hardware and give to Customer Service Team
• Prepare and send daily/weekly/monthly report of the team to Hardware Team Leader
- Lead and manage support engineer staff
- Instruct and advice staff related process of technical trouble shoot.
- Clarify and escalate all critical case to team and management
- Well understanding and follow the strategy plan from management
- Apply sop strategy, proactive, reactive procedure in daily operation.
- Clarify overtime, weekly and monthly report of each staff.
- High respond to customer & Management strategy.
* Solutions Support Team Leader
- Lead and manage solutions team to complete task or project effectively
- Instruct and advice staff relate process of solution
- Follow up and update project status assigned by management.
- Manage staff report
- Analyze scope of work of solution project, cost effective
- Assign task and evaluate staff performance
