IT Support Specialist

4 weeks ago

Ho Chi Minh City, Vietnam AlignTech Full time

**Join a team that is changing millions of lives.**

Transforming smiles, changing lives.

At Align Technology, we believe a great smile can transform a person’s life, so we create technology that gives people the confidence to take on whatever’s next. We revolutionized the orthodontic industry with the introduction of the Invisalign system, and we have never lost sight of that spirit of innovation. Our diverse and collaborative teams are constantly pushing the boundaries of what’s possible.

Ready to join us?

**About this opportunity**

Align is looking for an **IT support Specialist**. Each member of the Align team is empowered to make a positive impact on the company. You must be proactive; service-oriented; willing to accept responsibility; able to work within demanding deadlines; flexible; decisive and you should possess excellent team working skills. You should also be able to maintain your professional composure under stressful situations.

**In this role, you will**

**Primary responsibilities**:

- Provide primary phone presence in the office for the Global Service Desk support hotline.
- Monitor IT ticketing system (ServiceNow) - triage and distribute incidents and requests as appropriate.
- Escalate Major Incidents to the appropriate IT resources and participate in the Major Incident Response efforts as required.
- Uphold departmental and company standards for security, privacy, compliance, and personal conduct.

**Other regular activities would include, but are not limited to**:

- 1st and 2nd level desktop & apps deployment and support to global end-users including non-office based remote staff.
- 1st level network support, office LAN’s, as well as troubleshooting the WAN infrastructure.
- Engage with vendors for warranty replacement/support of end-user systems.
- 1st line support for Cisco VoIP systems, including Call Center.
- Perform periodic and/or required maintenance in the desktop & back-office environments, including software deployments and updates.
- Create, review, update, and validate process documentation, with an emphasis on accuracy, completeness, and simplicity.
- Actively engage in our Knowledge Management practice with the goal of building self-service capabilities and driving adoption of our self-service offerings.
- Accurately and thoroughly document information in the ticketing system about each request/issue handled or reported.
- Familiarize yourself with the company’s technical. Explain technical information in an easily understood manner.
- Offer ideas for procedures and processes to improve service and user satisfaction.
- Interact with employees in a timely, patient, tactful and professional manner. Handle difficult or sensitive issues following department guidelines efficiently and effectively.
- Meet or exceed personal and team performance metrics.
- Provide support to audit processes and quality management system as required.

**In this role, you’ll need **

**Qualifications**:

- Basic networking concepts (such as IP addresses, DHCP, DNS).
- Experience with Active Directory.
- Experience with anti-virus software.
- Basic computer hardware installation/configuration and troubleshooting skills and knowledge.

**Required Experience**:

- IT-related degree or equivalent work experience.
- 3yrs+ years relevant full-time work experience - having worked in an international environment would be a plus.

**Familiarity with following would be considered a plus**:

- ITIL Framework
- Office 365, including MS Teams & Outlook
- Networking concepts, devices, and technologies (e.g. Wi-Fi).
- Cisco VoIP systems
- ServiceNow
- Security principles and best practices

**Non-technical requirements**:

- Superior verbal and written English communication.
- Customer service and interpersonal skills are a must.
- The ability to work with distributed teams across different time zones.
- Excellent organizational and documentation skills.
- Ability to understand customers and their requirements.
- Take ownership of problems/issues within his/her control and manage until it's resolved.
- Execute to goals and objectives; make and keep commitments.

**Language skills required**:

- English

**Physical Demands and Work Environment**:

- Heavy equipment installation might be required.

**Work schedule**:

- Monday - Friday from 8:30am to 5:30pm (local time)
- Overtime work might be required.

**Sound like a good fit?**

Great Click the "Apply" link to let us know you are interested. Not the right fit? Don’t worry, Align is quickly growing so we are creating more opportunities to expand our Align family. Please consider joining our Talent Network to receive notifications about future jobs or sharing this opportunity with others in your network.

**About Align**

Align Technology is a publicly traded medical device company that is transforming smiles and changing lives. Our global team of talented employees develop innovative technology, tools and treatment options to help dental

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