JOB DESCRIPTION

The following job description is meant to describe the general nature and level of work being performed within Sun Group and is not intended to be an exhaustive list of all skills, duties or specific responsibilities assigned to a person-specific position. All job requirements are subject to modification and changes. Employees will be required to follow any other job-related instructions and to perform other job-related duties as requested by their managers. Requirements listed are minimum levels of knowledge, skills and abilities to perform each duty successfully.

Position Overview

Position Context

- Act as a single point of contact for phone calls and emails from staff regarding IT issues and queries.

- The IT Service Desk will provide first technical support to internal staff. The successful candidate will require an aptitude for working with applications/systems to undertake analysis, diagnosis and resolution of staff problems, which may range from straightforward to more complicated technical issues. There is also a range of administration duties within this role. Coverage includes offices in Ho Chi Minh, Dong Nai, Binh Duong, Vung Tau, ... as well as remote users at other offices or home workers.

Position Responsibilities

- Provide technical assistance and support for incoming queries and issues related to IT systems, software, and hardware. Ensure logging all technical support on ITSM portal.

- Respond to queries either in person or over the phone.

- Write training manuals or documents guide.

- Consult or offer suggestion to user of effectively using computer/laptop.

- Install, modify, and repair computer hardware and software.

- Doing daily operation task to figure out any issue in advance to ensure good IT service delivery.

- Resolve technical problems with network connectivity.

- Install computer and peripherals for users.

- Follow up with customers to ensure issue has been resolved.

- Setup, support connectivity and quality relate to online meeting ( webex, MS team, Zoom...).

- Managing video conference service, trouble shooting issue, support connections between conference rooms, perform onsite support Video conference for workshop or important events.

- Consultant, setup application & tool as business requirement.

- Support voice IP phone system and time attendance system.

Position Requirements

Education/ Professional knowledge:

- Graduated from University/College in field of Information technology or Electronic and telecommunication.

Skill, Experience:

- At least 3 years experience in position of IT service desk or equivalent.

- Good knowlegement in PC, TCP/IP network connectivities, printer, IP phone system.

- Good experience with Windows domain.

- An ITIL qualification is preferable but not essential.

- MCP/MCSA certification would be desirable.

Other requirements:

- Service oriented mindset.

- Good English communication is strong point.

- Responsibilities, actively, good team work, honest, enthusiastic, good in time management.