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.