- Level: Middle - Senior
- Working Location: Tan Binh Dist, HCMC
- Working Time: Monday to Friday (9am - 6pm)
- Job type: Fulltime
- Language: English (Advanced)
- Job Description:
- Provide technical support to users and project teams(onsite/remote)
- Proactively monitoring and maintaining all installed systems and infrastructure
- Liaising with vendors, regional workspaces and other IT departments for problem resolution and service delivery
- Responding in a timely manner to service issues and requests - whilst acknowledging and addressing all queries, requirements and needs with patience and empathy
- Keep the stockroom well organized and perform periodic (monthly) inventory checks to ensure all assets accurately recorded in ServiceNow
- Issuance of hardware to users, storing of returned/newly purchased hardware and utilizing ServiceNow to document and track all assets calls
- Monitoring inventory of supplies needed for operational requirements and assisting in keeping supplies stocked by relaying order requests to regional workspaces team
- Provide guidance and training to users on current/new technologies, IT processes and policies to enhance technology adoption
- Test and evaluate new technology
- Promote self-help through the self-service portals.
- Job Requirements:
- Previous relevant experience in customer service/support, client services or technical support role
- Ability to provide outstanding customer service and technical support
- A keen eye for detail with a technical, logical thought process
- Must be motivated and a self-starting individual requiring little oversight to complete tasks in a timely manner after initial direction is provided
- Deadline-focused time management skills
- Must be able to follow verbal and written directions and work in a team environment
- Ability to use discretion to determine most urgent matters that need their attention, depending on their knowledge of the business impact of the issue/request.
- Ability to maintain composure and customer focus in high-pressure situations
- Ability to use their expertise, analysis techniques and procedures, to aid in the determination of appropriate hardware and system functional specifications
- Understanding of the importance of Information security
- Previous experience supporting apple laptops, desktops & tablets.
- Basic networking (TCP/IP, DNS, DHCP, Wired, Wireless, VPN)
- VoIP and video conferencing experience is a plus.