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Service Team Engineer

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Ho Chi Minh City, Vietnam Intrepid Group Full time

**Responsibilities**:

- Ensuring all interactions with users are logged and managed throughout the ticket lifecycle in line with the SLAs agreed with the organization
- 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 utilizing 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.

**Personal Specification**:
**Essential**
- Relevant experience, working within a Service Desk environment
- Extremely personable, able to communicate effectively with users at all levels of the organization 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**
- Experience working in a fast-paced enterprise IT environment
- Experience supporting Mac OS operating systems
- Familiarity with Technologies such as Fuze, AnyConnect VPN client, Service Anywhere 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 organization