Senior Specialist, IT Technical Support
- Ho Chi Minh City
- Permanent
- Full-time
- IT Asset Management: Responsible for IT asset life cycle processes, which involving planning, procurement, maintain accurate and up to date asset inventory, and hardware disposal.
- Employee onboarding: Ensure IT devices and services readiness on new joiner onboarding day and provide IT briefing timely.
- Employee offboarding: Ensure resignees’ systems and services access is revoked timely as per offboarding playbook, and IT devices fully return by resignees in good condition.
- Provide IT technical assistance: Identify and resolve It technical issues, such as hardware, software, and network problems, physically and remotely (though phone, chat, or remote desktop tools).
- Installation and configuration: Set up and configure software, hardware (Windows laptop and Apple device), and peripherals for users.
- Hardware repair: Diagnose and repair hardware problems and coordinate repairs with vendors.
- IT Maintenance: Perform routine maintenance and updates on IT equipment and systems. Manage maintenance contracts.
- IT Documentation: Keep detailed records of technical issues, solutions, IT infrastructure and user request.
- User Training: Provide training and guidance to users on using IT resources effectively.
- IT Security: Assist in ensuring the security of IT systems and data by implementing security protocols and educating users about best practices.
- Obedience: Follow instructions from immediate superior and IT management.
- Customer support: Delivery excellent customer service by addressing user concerns and ensuring satisfaction.
- Escalation: Escalate complex and unresolved issues to higher-level support or appropriate teams.
- Teamwork: To help team members in supporting SEA countries as one team. Maintain good rapport with
- Project Coordination: Point Of Contact for all IT project deployment / upgrade / enhancement activities in the country.
- Stay Updated: Self initiative to learn new IT skills; explore latest IT technology trends/developments to provide effective support and proposal.
- From 5 to 7 years of experience, mainly experience to support for multinational company in the 1st level IT support environment.
- Experience in work independently and also work across countries.
- Experience with ITSM is an added advantage.
- Time-management skills and the ability to establish reasonable and attainable deadlines for resolution.
- Ability to prioritize and manage several milestones and projects efficiently.
- English speaking / written skill is required: Vital requirement for communication with regional / global support team.
- Independent, self-motivated.
- Sense of urgency.
- Ability to communicate with all levels of employee.
- Good team player.
- Time flexibility, ability to standby for ad hoc support as and when required.
- Strong troubleshooting and critical thinking skills