IT Helpdesk & Onsite Support Engineer (12 Month Contractor)

Purpose of the Position
To provide day-to-day IT helpdesk and onsite support services for users at the HCM Branch, ensuring stable and efficient operation of end-user computing, IT equipment, and related IT services.
The role acts as the first point of contact (Tier 1 support) for local users and supports the IT Infrastructure team in maintaining IT service availability and user satisfaction.
Key Responsibilities
End User Support (Primary Responsibility)
• Provide onsite IT support for HCM Branch users.
• Serve as the first point of contact for IT-related inquiries and incidents.
• Support users on Windows operating systems, Microsoft Office applications, collaboration tools, printing services, and standard banking applications.
• Assist expatriate staff and local users with routine IT requests in both Vietnamese and English.
• Support meeting room equipment, video conferencing facilities, and office IT devices.
Incident Coordination and Service Desk Support
• Log, track, and follow up service requests and incidents.
• Perform first-level troubleshooting and issue isolation.
• Coordinate with offshore support teams (EUS Ops, DCS Ops, RNOC) and vendors for issue resolution.
• Escalate incidents appropriately and follow through until closure.
• Communicate incident status and resolution progress to users.
Local IT Operations Support
• Support user onboarding, offboarding, and workstation preparation.
• Assist with user account administration based on approved procedures.
• Support IT asset inventory, tracking, and equipment management.
• Perform routine operational checks and coordinate hardware replacement activities.
• Provide onsite assistance for branch IT activities and operational maintenance tasks.
Project and Implementation Support
• Provide local support for technology rollouts and infrastructure projects.
• Coordinate with regional teams and vendors during implementation activities.
• Assist with user communication, testing coordination, and deployment support.
• Support office relocation, workstation moves, and branch improvement projects.
Vendor Coordination
• Coordinate onsite activities with local vendors.
• Escort vendors and support scheduled maintenance activities when required.
• Verify completion of onsite work and report outcomes to the responsible IT teams.
Documentation and Compliance
• Maintain support records and operational documentation.
• Follow SMBC security policies, IT standards, and operational procedures.
• Support compliance, audit, and asset verification activities when required.