IT SUPPORT ENGINEER

Responsibilities
Service desk &
End-user support
Act as first-line contact for end-user support and technology queries, primarily through the Jira Service Desk, while also assisting staff in person, by phone and by email - triaging, resolving or escalating as appropriate.
Manage and maintain an effective Jira Service Desk, ensuring tickets are logged, prioritised and resolved within agreed timeframes.
Diagnose faults across hardware, software, network, user access and component configuration. Determine root cause and advise staff on appropriate action.
Provide end-user support for Microsoft 365 applications including configuration, licensing, mailbox and file-sharing issues, and guidance on effective use.
Prioritise rapid resolution of technical disruptions to minimize downtime.
Document problems and resolutions to build a reusable knowledge base.
Gather user feedback regularly and feed insights into service-improvement plans.
Endpoint administration
Support and administer Windows 365 environments.
Deploy and manage enterprise applications through Microsoft Intune.
Install, configure and upgrade desktop hardware and peripherals (network cards, printers, mice, etc.).
Perform and document assigned daily operational health checks for supported systems.
Identity &
Access
Administer Active Directory and Microsoft Entra ID - user and computer accounts, security and distribution groups.
Support user provisioning, deprovisioning, privileged access, access reviews and identity-management initiatives.
Apply RBAC principles when assigning permissions, ensuring access is granted on a least-privilege basis and aligned to defined roles.
Manage and support the office physical access control system, including biometric or fingerprint enrolment and the granting and revoking of premises access.
Asset &
Procurement management
Oversee asset provisioning, deployment, collection, lifecycle management and inventory control.
Maintain accurate hardware, software and licensing records (including site, server and Microsoft 365 licensing).
Manage IT procurement and vendor relationships.
Security &
Compliance
Support approved operating-system, application and endpoint patching and vulnerability-remediation activities, working with the broader IT team, MSP and SOC.
Maintain adherence to ISO 27001 standards and preserve confidentiality of information processed, stored or accessed on the network.
Manage and support the day-to-day operation of internal camera systems, including availability monitoring and coordinating maintenance.
Collaboration &
Continuous improvement
Liaise with external MSPs and the SOC to ensure SLAs and security standards are maintained, and with building management on planned outages, new installations and facilities work affecting IT services.
Work with internal networks, systems and application teams to ensure connectivity and compatibility between systems.
Conduct technical research on system upgrades to assess feasibility, cost, time and compatibility.
Stay current with technology, security practices and emerging IT support trends, including the use of AI to improve service delivery and operational efficiency.
Requirements
College or bachelor's degree in computer science, information technology, or computer information systems.
At least 3 years'
experience working in IT Support and helpdesk.
Intermediate English skills in communicating by speaking, writing, listening, and reading.
Advanced knowledge of company-supported applications and databases. Ability to learn and support new applications.
Ability to test, troubleshoot and resolve issues across system software, hardware and connectivity, and coordinate appropriate solutions.
Ability to determine computer problems and coordinate hardware and/or software solutions.
Ability to communicate technical guidance and instruction to users on the use of PCs, server applications, and systems.
Experience supporting and administering the Microsoft 365 suite (Exchange Online, Teams, SharePoint, OneDrive), along with firewalls, VPNs and general security protocols.
Experience with Microsoft Intune for device enrolment, policy configuration and application deployment.
Exposure to Azure Virtual Desktop and/or Windows 365 administration, or a demonstrated ability to learn cloud desktop platforms is a big advantage.
Experience with Active Directory and/or Microsoft Entra ID, including accounts, groups and group policy.
Knowledge of best practices in user access control, including privilege principles, role-based access control (RBAC), and multifactor authentication (MFA).
Experience with patch management processes and tools to ensure that software and systems are up-to-date with the latest security patches.
Experience with Jira Service Management or a comparable ITSM ticketing platform.
Experience or knowledge on intrusion detection systems (IDS), intrusion prevention systems (IPS) and other security tools is a big advantage.
Benefits
Dynamic and professional working environment
13th and 14th month salary bonus
14 days of fully paid annual leave
100% gross salary in probation
100% statutory insurance
Days off for Christmas Day (25th December) and Boxing Day (26th December)
Bao Viet healthcare insurance
Company trip/ Team Building/ Year End Party
Annual health check
Free parking
Mid-Autumn gift/ Tet gift/ Monthly Happy hour/ Sport Day...