- Wi‑Fi Infrastructure Monitoring: Continuously track performance of APs, WLAN controllers, RADIUS servers, SSIDs, and RF metrics via NMS tools.
- Incident Response & Troubleshooting: Respond to alerts for issues like signal degradation, channel interference, or failed authentications; perform initial diagnostics (checking SSID/VLAN config, RF strength, logs).
- Ticket Management: Create, categorize, prioritize, and update tickets using defined SLAs and escalation protocols.
- Escalation & Coordination: Engage Tier 2/3 teams, field technicians, or vendors for escalated issues; maintain clear communication until resolution.
- Pre-Departures Checks and Healthchecks: Verify network systems health and wireless coverage before the departure of a transportation.
- Post‑Maintenance Validation: Verify AP health and wireless coverage after maintenance or configurations.
- 24×7 Shift & On‑Call Support: Participate in rotating shifts and be available on-call to respond to alerts outside business hours.
- Experience of working in a networking and support environment in a customer facing role;
- Intermediate to Advanced data analysis skills utilizing MS Excel;
- At least one year’s experience working in a Support Desk/1st line role;
- Good technical aptitude to help with describing faults to technical experts;
- Strong team player with good work ethics, excellent interpersonal and communication skills;
- Highly organized self-starter with the ability to prioritize workload to deliver high quality results to demanding timelines;
- Technical Tools Confidence: Familiarity with wireless monitoring platforms, AP/controller interfaces, WLAN packet analysis (e.g. Wireshark), and ticketing systems;
- Analytical & Diagnostic Skills: Ability to triage issues methodically under time constraints; skillful at identifying root causes for wireless- specific;
- Clear Communication: Articulate incident details and status to non-technical stakeholders; escalate effectively when needed;
- CustomerCentric & Composed: Maintain calm and polite demeanor during outages; ensure updates follow SLAs and meet customer expectations;
- Documentation Discipline: Diligent in recording event data, troubleshooting steps, and adhering to SOPs;
- TeamOriented and Adaptive: Comfortable collaborating across teams in a shift-based environment; quick to learn and flexible.
QUYỀN LỢI
- Join a French tech company in Vietnam, combining European standards with local agility;
- Work in a truly international environment with 13+ nationalities collaborating daily;
- Contribute to projects serving clients in 32 countries worldwide;
- Be part of long term, meaningful SaaS projects with real business impact;
- Grow your skills through mentoring, code reviews, and collaboration with experienced teams;
- Enjoy a professional, supportive, and people focused work culture.
THÔNG TIN LIÊN HỆ
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