Service Team Engineer System Engineer, IT Support

Delivering 1st/2nd line software and hardware support as an on-site presence in our Vietnam office and for remote users globally during Indochina working hours ([protected info] M-F).

• Resolving or fulfilling all incoming interactions from users in person, on the phone and via e-mail in a 70/30 Windows/Mac OS based environment
• Ensuring all interactions with users are logged and managed throughout the ticket lifecycle in line with the SLAs agreed with the organisation
• Managing on-site IT build rooms and the associated equipment including maintaining and repairing laptops as required
• Contributing to the meeting of key performance indicator metrics outlined by the APAC Service Manager
• Building and configuring both Windows and Mac OS hardware through relevant automation platforms
• Handling inbound telephone calls to the Service Desk as required.
• Liaising with relevant 3rd line departments to resolve more complex technical issues where required
• Sharing knowledge with both technical members of staff and end users through the creation of documentation as per agreed templates
• Maintaining and developing own technical knowledge and skills through utilising online training platform
• Identifying and escalating repeat issues to increase first time fault resolution
• Delivering training to staff on core technologies such as Slack and G-Suite
• Supporting user audio/visual meetings and events in both office and off-site locations as required
• Enforcing all IT security policies, reporting any breaches or risks to the Security Management team appropriately
• Sharing responsibility of covering weekends on call with the rest of the team where needed.

Essential

• Relevant experience, working within a Service Desk environment
• Extremely personable, able to communicate effectively with users at all levels of the organisation via various communication methods
• Problem solver, demonstrate a logical approach to problem solving
• Genuinely enthusiastic, remaining positive in challenging situations
• Thirsty for knowledge, looking to develop and improve own skills
• Excellent communicator, able to present complex technology information clearly and concisely, adapting communication style as required
• Agile, able to react and adapt to varied situations in a calm and efficient manner
• Attention to detail, along with a focus on deliverables
• Team player, able to work effectively as part of a team which is spread out globally with varying workload and pressures

Desirables

• Good English communication
• Experience working in a fast paced enterprise IT environment
• Experience supporting Mac OS operating systems
• Familiarity with Technologies such as Fuze, AnyConnect VPN client, ServiceAnywhere ITSM tool, Slack, G-Suite (administration), Lenovo/Apple hardware, Papercut, Sophos Web Protection
• Experience delivering IT support to senior members of staff within a large scale organisation

What we offer (Why us)

• Competitive salary package with grow up opportunities at startup speed
• 2 performance reviews per year
• Up to 15 days off per year
• Annual Health check-up, Premium Healthcare Insurance
• Social, Health, and Unemployment Insurance will be based on full salary.
• Team building monthly, company trip every year, 13th Salary
• On-the-job training and coaching with smart and friendly experts
• Union and other activities every month (8/3, 20/10, Mid-Autumn, Year-End Party, v.v...)
• Free tea, coffee, snacks for member every day
• Free Parking fee every month.
• Super vibrant startup environment with a talented and very motivated team.
• Opportunity to learn from smart managers with vast experience in e-commerce, product development, data management, and technical engineering
• Make a great impact for millions of e-commerce businesses.