IT Technical Support Engineer (Work at Cu Chi, HCMC)

JOB SUMMARY: As an IT Support Engineer, you will provide Level 1 IT support and delivery IT services to 350+ office user in factories at Binh Duong area and move to Cu Chi - Tan Phu Trung IDZ in future, including end user devices (PC, office equipment, accessories...) but not limited to others IT services (application, license, project...) as well as follow up operation process.
RESPONSIBILITIES:
- Troubleshooting incident report, updating information and restoring/delivering service request IT service(s) within Operation Level Agreements / Service Level Agreement.
- Analysing, collaborating and resolving the root causes in problem task.
- Creating, implementing and documenting in authorized change. Also attending CAB's meetings when required.
- Overviewing and updating CMDB is accurate and up to date.
- Evaluating, presenting and discussing with line manager on Objective and Key Results (OKRs)/KPI method monthly and quarterly.
- Working on office hours and overtime when required in order to deliver 24/7 IT Managed services, with Customer service mindset.
- Complying and contributing to IT policies, standards, SOP and guidelines.
- Acting as a team player with other internal departments/teams, on technical views, to offer and convince requester to follow best practice designing and continue improvement solutions.
- Self-studying and proposing valuable training courses (soft and hard skill) and technology trending to manager.
- Volunteering to conduct internal training and working with sharing knowledge spirit.
- Compliance with Conversation, Feedback and Recognitions (CFRs) method to build up company's culture.
- Communicating and networking with 3rd partner's experts in escalated situations.
- Delivering acceptance into service into operational state.
- Assisting and contributing on-going projects if required.