IT Technician

The IT Technician plays a critical hands-on role in delivering high-quality end-user IT support across the Ho Chi Minh studio and supporting global operations. This role is suited to a highly technical, proactive professional who thrives on solving problems, improving systems, and providing exceptional user experience for architects, designers, and business support teams.
This is a non-people-management role with a strong focus on desktop support, collaboration technologies, and operational IT delivery.
KEY RESPONSIBILITIES
1. Culture and Values
Considered Developing in this area. Demonstrates an ongoing development of skill over time:
• Supports DKO values, principles and culture.
• Contributes to a positive culture by being respectful, supportive, and inclusive of others at DKO.
• Proactive in taking responsibility and being accountable for own actions.
• Ensures clear, timely, positive communication with both internal and external stakeholders.
• Willing to seek input from others and share ideas to achieve best outcomes.
• Actively listens. Displays curiosity and open-mindedness.
• Solutions focused with a strong work ethic.
• Excellent organisation, time management and coordination.
2. Leadership
Considered Developing in this area. Demonstrates an ongoing development of skill over time:
• Supportive of other team members.
• Demonstrates integrity by adhering to project deadlines whilst ensuring quality outputs.
• Ability to be agile; adapting to changing circumstances whilst remaining calm under pressure.
3. Design Thinking and Strategy
Considered Developing in this area. Demonstrates an ongoing development of skill over time:
• Solutions and quality focussed.
• Strives for excellence in all projects.
• Identifies opportunities for improvements to processes.
4. Core Professional Skills
Considered proficient in this area. A good level of knowledge and understanding are required, as outlined below:
a) End User & Desktop Support
• Provide senior-level 2nd and 3rd line support for Windows users
• Support architectural and design applications (e.g. Adobe Creative Cloud, ArchiCAD/Revit, Bluebeam, Enscape, etc.)
• Troubleshot hardware and peripheral issues (laptops, workstations, monitors, docking stations, meeting room technology)
• Facilitate and assist with coordination and installation of IT hardware and peripherals
• Deliver onsite and remote support with a strong customer service focus
b) Microsoft 365 & Identity
• Administer Microsoft 365 services including Exchange Online, Teams, SharePoint, OneDrive, and Intune
• Support cloud identity services including Entra ID (Azure AD), MFA, Conditional Access, and device compliance
• Manage user provisioning, access controls, and security best practices
c) Endpoint & Device Management
• Manage Windows and mobile devices via Intune / MDM
• Build, deploy, and maintain standard operating environments
• Oversee patching, asset lifecycle management, and endpoint security
d) Collaboration & Meeting Rooms
• Support Teams Rooms, AV systems, conferencing equipment, and interactive displays
• Work closely with users to ensure meeting spaces and collaboration tools are reliable and intuitive
e) Systems & Operational Support
• Support core infrastructure and services such as networking, backups, printing, and security tools
• Liaise with vendors and managed service providers as required
• Participate in incident management and root cause analysis
f) Documentation & Continuous Improvement
• Maintain technical documentation, standard operating procedures, and knowledge base articles
• Identify opportunities to improve user experience, system reliability, and support processes
• Contribute to IT projects including system upgrades, rollouts, and technology refreshes
g) Training:
• Induct and brief new team members on DKO standards & procedures
• Provide regular training/upskilling of DKO team members in IT best practices
• Create & maintain workflow documents and provide training for operational IT needs