IT Support Officer

2 weeks ago

Ho Chi Minh City, Vietnam Sharesource Full time

Are you looking for a technical role that will give you the opportunity to take your skills to next level and be recognized for the work that you put it? Join us and be a part of our culture that values your career growth and awesome working experience

**About the role**:
We are looking for a driven and reliable IT professional to work with our partner who is a growing IT Services company in Australia. You will play a key role in ensuring that their clients continuously have incredible support in terms of IT administration, hardware management and remote assistance.

**Your responsibilities**:
**Technical Support**:

- Assist users with hardware and software problems, network connectivity issues, and system configurations.
- Diagnose and resolve Level 1 incidents and service requests within established SLAs, ensuring high-quality customer service.
**Issue Resolution**:

- Troubleshoot hardware and software problems, escalating complex issues to senior support tiers when necessary.
- Maintain accurate records of user interactions, issues, and resolutions.
- Update knowledge base articles and create user-friendly documentation for common issues and procedures.
**User Training**:
**Remote Assistance**:

- Provide remote support to off-site employees, guiding them through troubleshooting steps and resolving issues remotely.
**Hardware Management**:

- Assist with the deployment, setup, and configuration of desktops, laptops, printers, and peripherals.
- Coordinate hardware purchases and replacements in collaboration with procurement.
**Software Support**:

- Assist users with password resets, account setups, and access management.
**Collaboration**:

- Collaborate with other IT team members to identify recurring issues and propose solutions for process improvements.
- Maintain effective communication with end-users and escalate unresolved issues to higher support levels as needed.
**Monitoring (Passive)**:

- Monitor systems and alerts, including ConnectWise Automate, Human Alerts, Digital Plays Dashboard Alerts (active only out of hours), and Security Intruder Alerts (Unauthorized Access).
**Support After Hours**:

- Address critical outages, network downtime, and perform remote restarts when required.

**Get this opportunity if you have**:

- General understanding of business policies and procedures.
- Strong commitment to teamwork, professionalism, and adherence to the Code of Conduct.
- Excellent communication skills (both verbal and written).
- Proficiency in computer systems and willingness to adapt to new technologies.
- Ability to remain calm under pressure and provide outstanding customer service.
- Respect for confidentiality and a client-centric approach to work.
- Proactive approach to learning and professional development.

**Here are your benefits from joining our team**:

- Monthly one-on-one coaching with our People Managers
- Develop your career by upskilling with interesting work & cutting-edge technologies
- Work with cool and friendly clients from Australia, Canada and the UK
- Fun, supportive and global working environment
- Flexible hybrid working model
- Be a part of our frequent social impact activities to give back to the community

**__________**
**About Sharesource**

**Why work for us?**

Our clients come from all walks of life and so do we. We hire hundreds of skillful individuals from a wide variety of backgrounds, genders, ages, and personalities to live out our diverse culture and make a positive impact on the world

Our 5 Values:

- ** Make a social impact**: We balance between our work for client teams and for the society by constantly making good impacts.
- ** Be proactive**: We encourage brave thinking, continuous improvement, and drive change through action.
- ** Create value**: We create measurable values for our stakeholders: our teams, partners, suppliers, investors, and communities.
- ** Be fair, open and honest**: We foster equality and inclusivity in a supportive environment that embraces diversity and celebrates achievements.
- ** Add fun, passion and love**: We prioritise fun and passion, fostering higher engagement and a positive can-do attitude.

**What makes us different?**

**Our culture code. **You will be a part of our vibrant company culture and experience a workplace where your contributions are valued, your growth is encouraged, and your opinion is respected:

- Challenged, autonomous, momentum
- Learning, growth mindset
- Lead by our values
- Heard, cared for, make good friends

**__________**

The whole process takes around 4 weeks:

- There will be 3-4 interviews and a possible assessment from our client partner. You will undergo an initial interview, a culture interview, and 1-2 interviews with our cool client. This will run for about 1-2 weeks but we will let you know if we need to ramp it up. Be yourself and have fun.
- If all goes well, we complete the reference check and provide other necessary requirements so we can offer you the job right away.

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