Title:  Senior Specialist Digital Workplace

Job Summary

• Working as an IT Support Technician, you are expected to work independently and with team to solve any issue, request from end-user in the Company relating to IT device, network and server.

General Responsibilities

• IT Service Management:
  • Make sure that 100% SR/IR in Nova are responded and resolved within SLA.
  • Assign ticket in Nova to group or person in charge within SLA
  • Cooperate with other IT local / person in charge or CSSC to resolve tickets for users before SLA. In some urgent cases, can resolve tickets for PIC.
  • Make good use of provided technical support as well as software and hardware to troubleshoot problems regarding Printer, Scanner, Computer, Laptop, Projector, VoIP, Wifi, Windows, Office 365, Skype for Business, ...
  • Deliver and install IT devices (desktop, laptop, printer…) for users within SLA
  • Act as a representative for IT to respond to users’ questions regarding IT’s services over face to face, phone, emails, ticket
  • Handle assigned tickets from first line support o Determine the best solution basing on the issues and details provided by end-user
  • Walk the end-user through the problem-solving process
  • Direct unresolved issues to the next level of support personnel o Follow up with end-users to ensure issue has been resolved and update detailed information of tickets into the ServiceNow system with rating for each ticket
  • Give general instructions (policy, guideline, etc.) to users
• IT Management/Administration:
  • IT Asset Management: ensure that the IT Asset Management process is in place and strengthened, all IT Assets are well managed physically and in system. Coordinate with Accounting and ITI team to ensure all IT assets status are updated according to the real-time.
  • Managing and maintaining office equipment including: PC Laptop, printers, photocopier, fax, and analog telephones, VoIP devices
  • Responsible for management and follow fixed asset at branches in charge
  • Research and develop services for Digital Workplace team
  • Periodically do reports and report to IT Digital Workplace Team Leader 
• Others: will be assigned by Manager Digital Workplace and Country IT Manager

Functional Skills and Knowledge

• Tech savvy with working knowledge of office automation products, and remote control
• Good understanding of computer systems, mobile devices and other tech products
• Ability to diagnose and resolve basic technical issues
• Proficiency in English
• Excellent communication skills
• Customer-oriented and cool-tempered
• Can work multi-task and under pressure.
• Growth mindset.

Education

• BSc/BA in IT, Computer Science or relevant field