IT Services & Support Officer

RMIT Vietnam is seeking an IT Service and Support Officer to provide high-quality frontline IT support to our staff and students, ensuring a smooth and reliable technology experience across the University. The role will support day-to-day IT service requests and incidents, troubleshoot hardware and software issues, and work closely with internal teams to deliver timely and effective solutions.
In line with our current recruitment and selection guidelines, this role is open to Vietnamese candidates only.
Expected start date: at the earliest available opportunity
WHAT WE OFFER
- Competitive remuneration VND package
- 13th month Tet bonus for Vietnamese staff
- Private Health insurance for you and your family, plus Personal Accident Insurance
- Generous annual leave, sick leave, volunteer leave and public holidays (Christmas and Tet Holidays)
- Professional development and career advancement
- Access to state-of-the-art facilities and resources
- A vibrant and diverse campus life and more!
Position Summary
The IT Services & Support Officer is responsible for delivering high-quality technical support at both advanced firstlevel (Level 1) and intermediate (Level 1.5) tiers to end-users across RMIT Vietnam. This role plays a critical part in ensuring smooth and efficient IT operations by providing hands-on support for a range of issues related to Information Technology (IT), Audio-Visual (AV) systems, End-User Technology (EUT), and IT asset management.
In addition to day-to-day support, the role actively contributes to team initiatives, service improvement efforts, and ongoing projects. The IT Services & Support Officer also serves as a Subject Matter Expert (SME) in designated areas, helping to drive operational excellence and enhance the overall end-user experience
Reporting Line
Reports to: IT Service & Support Lead
Reporting lines may be adjusted in line with organisational changes.
Key Accountabilities
- Act as first point of contact and provide Level 1 technical support via phone, email, walk-in, and ticketing system.
- Troubleshoot and resolve issues related to desktops, laptops, printers, AV systems, and other end-user technologies.
- Log and maintain accurate, detailed records of service tickets and resolutions in the ticketing system.
- Assign tickets to appropriate second-line support and follow up to ensure resolution.
- Monitor unresolved issues, extract reports, and escalate when necessary.
- Ensure equitable workload distribution within the support team.
- Provide excellent customer service and professional communication with both staff and students.
- Support weekly and monthly reporting and other administrative tasks as required.
- Assist and guide other team members; contribute to documentation of best practices and knowledge sharing.
- Learn and apply new technical or soft skills as directed by the line manager.
- Participate in team-building activities and suggest process improvement initiatives.
- Perform other tasks as assigned by the IT Services & Support Lead or Customer Services Manager
- Undertake any other duties as required by the line manager