Job description

Key Responsibilities:

* IT service:

- Receiving support requests directly from users, via emails or hotlines, logging tickets to the Helpdesk system, and confirming the reception of requests to users in a timely manner.

- By oneself or together with the team, analyzing the issues, suggesting solutions and implementing them in accordance with ETA guidelines for common IT tasks. Main areas of support include PCs (hardware/ software/ connectivity), LAN cabling, Wireless, printers, fax machines, scanners, photocopying machines, projectors, fixed telephones and other IT devices.

- Escalating network, server and corporate web tools/ applications related incidents/requests to VSIP Group IT expert teams for further resolution.

Escalating serious incidents to IT Assistant Manager/ Group IT Manager and the Management for immediate attention and decision making.

- Keeping track of incidents/requests and communicating with users/managers regarding their status and resolution.

- Supporting VSIP Group IT expert teams to maintain/upgrade IT infrastructure and application systems.

- Setting up PCs (hardware/ software/ connectivity) for newcomers and VSIP employees from other VSIP sites.

* IT Administration/ Management:

- Logging, tracking and updating tickets on the Helpdesk System.

- Suggesting the purchase of IT hardware/ software for new users or for upgrade/replacement if needed, checking condition/ configuration of new/ current items, updating the inventory system and keeping

they organized in the IT store. Liaising with vendors/ suppliers for delivery/ replacement/ maintenance services.

* Technology:

- Promoting research, innovation and new ideas, and running projects and initiatives to improve IT services and business efficiency.

- Actively participate in building/improving data protection, disaster recovery, business continuity and security programs.

Job requirements

1. Knowledge (*):

- Technical knowledge: Basic knowing about PC and other IT devices' hardware/ software/ connectivity; including Windows and Linux operating systems, good skills in analyzing, diagnosing and trouble- shooting issues

- Others: Experienced in network, server, corporate web tool/ application and telecommunications systems is an advantage

2. Skills (*):

- Possessing customer/ service orient mentality

- Being proactive, willing to learn and to work overtime when requested

- Being social, communicative, calm and flexible when dealing with users

- Being innovative, cooperated, responsible, disciplined and accurate in performing tasks

3. Qualities (*):

- Graduate IT University

- Specialty or certificate of ITIL v3, CCNA, MCSA, LPI level1

- Fair English; Speak and Write