Provide technical support and solutions to ASUS Authorized Service Centres and service partners through the ticketing system, ensuring cases are resolved within the agreed Service Level Agreement (SLA).
Monitor and follow up on technical support tickets to ensure timely resolution and proper case closure.
Perform technical diagnosis and troubleshooting for hardware-related issues, including identifying faults and recommending appropriate corrective actions.
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Technical Support: Provide expert-level technical guidance to clients throughout the product lifecycle, including pre-sales consultation, system integration, and post-sales troubleshooting.
System Optimization: Assist customers in configuring and tuning high-performance server architectures, with a focus on thermal management, power efficiency, and firmware optimization.
Issue Resolution: Act as the first line of defense for critical field escalations, performing root cause analysis (RCA) and coordinating with internal R&D teams to implement timely solutions.
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