Location: Song Than HCM - Vietnam
Department: Information Technology
Reports To: IT Operations & Infrastructure Manager
Role Summary
We are seeking a customer-focused Service Desk Technician Level 1 to provide first-line
IT support to users across the company. The role is responsible for handling IT incidents and service requests, troubleshooting end-user issues, managing IT assets, maintaining IT documentation, and delivering a high level of customer service.
Support Coverage
Provide remote and onsite IT support for users across all company locations, ensuring timely resolution of incidents and service requests in accordance with established service levels.
Key Responsibilities
• Provide Level 1 IT support via phone, email, Microsoft Teams, and ticketing systems.
• Triage, classify, prioritize, assign, and manage incidents and service requests.
• Troubleshoot issues related to Windows, Microsoft 365, Outlook, Teams, laptops, mobile devices, printers, and basic network connectivity.
• Perform user account administration, including password resets, access requests, and user provisioning.
• Support employee onboarding and offboarding activities.
• Escalate incidents and service requests to Level 2 support, infrastructure teams, or external vendors when required.
• Follow up on escalated tickets to ensure timely resolution.
• Maintain IT asset inventory, including laptops, monitors, mobile devices, peripherals, and accessories.
• Track asset allocation, movement, return, disposal, and stock levels.
• Assist with device deployment, replacement, and warranty coordination.
• Maintain accurate and detailed ticket records, including troubleshooting steps, resolutions, and user communications.
• Create, update, and maintain IT documentation, SOPs, knowledge base articles, and user guides.
• Follow IT policies, procedures, security standards, and SLAs.
• Participate in IT projects, technology deployments, system upgrades, and continuous improvement initiatives.
• Perform other duties, projects, and tasks as assigned by the IT Department.
• Diploma or Degree in Information Technology, Computer Science, or a related field.
• 1-3 years of experience in an IT Service Desk, Help Desk, Desktop Support, or End User Support role.
• Good working knowledge of Windows 10/11, Microsoft 365, Outlook, Microsoft Teams, Active Directory / Microsoft Entra ID, and basic networking concepts.
• Excellent spoken and written English.
• Strong customer service and communication skills.
• User-oriented with a professional and positive attitude.
• Able to work independently with minimal supervision.
• Strong troubleshooting and problem-solving skills.
• Ability to manage multiple tasks and priorities in a fast-paced environment.
• Willingness and ability to travel domestically and internationally as required to support business operations, projects, office setups, and other IT initiatives.
Preferred Qualifications
• Experience supporting users in a regional or multinational environment.
• Familiarity with Microsoft Intune and endpoint management solutions.
• Experience with ITSM platforms and IT asset management tools.
• ITIL Foundation and/or Microsoft certifications are advantageous.
Key Attributes
• Customer-focused
• Strong communication skills
• Self-motivated
• Reliable and accountable
• Team player
• Organized and detail-oriented
• Strong sense of ownership
• Eager to learn and develop technical skills
Note: Occasional after-hours support may be required to support business operations, projects, maintenance activities, and company initiatives.