IT Engineer/service Desk Engineer, Visily

5 months ago

Ho Chi Minh City, Vietnam KMS Technology Full time

Visily is an AI-powered UI design software started from KMS Labs, the startup incubation arm of KMS Technology. Our team consists of technology entrepreneurs who have built successful product companies from scratch:

- ** QASymphony** - test management platform, merged with Tricentis, valued at $2B
- ** Kobiton** - mobile testing platform, raised $34M with over 60K customers
- ** Katalon** - test automation platform, raised $27M with over 1M users
- ** GroveHR**:

- HR platform used by 32K companies

Work with us if you are:

- ** Hungry**. You are ambitious and want to be part of a high-impact startup.
- ** Versatile**. You are able to wear multiple hats on a regular basis.
- ** Result-oriented**. You are fanatical about getting things done.
- ** Purpose-driven**. You want to commit to a mission and the team that is behind it.

**Responsibilities**:
You will be a member of the IT & Security Team and be responsible for our Service Desk. The key scope of work will be responsible for asset management, logging incidents, and
service requests, and resolving support requests that service levels are achieved as well as
meeting customer satisfaction and continuous service delivery demands. You will also work
closely with the Operations team to implement the necessary processes to keep our platform highly available, efficient, and secure.
- To assist all our users with any logged IT-related incident when called upon.
- To take ownership of issues by carrying out problem analysis to implement temporary or permanent fixes with the aim of restoring service to the customer as soon as possible; escalating incidents to other support teams where necessary.
- To accurately record, update, and document requests using the IT service management.
- To install and configure new IT equipment.
- To liaise closely with the Operations team for user onboarding and offboarding, asset management, and purchase requests.
- To manage and report cost, invoice, and contract monthly/quarterly with the Finance team for control.
- To document and compile all IT guidelines according to the IT service catalog supporting our internal customers & business.

**Qualifications**:

- Experience with working on Windows 10, MAC OS, or Linux-based Distributions.
- A keen interest in networking and WAN technologies.
- Must be able to demonstrate a customer-first approach to support.
- The ability to liaise and communicate confidently and professionally with customer representatives at all levels.
- Have solid experience in a helpdesk or technical support environment.
- Demonstrate good logical thinking and problem-solving skills.
- Good at English communication skills including oral and written.

**Education/Training Preferred**:

- Minimum College degree in Computer Science related field or equivalent work experience.
- Technical 3+ years experience in Service Desk and Asset Management.
- Certification of CCNA, LPI, Windows Server 2012, or other equivalent certificates is an advantage.

**Benefits and Perks**:

- Build a global SaaS product in one of the Best Places to Work in Vietnam
- Competitive salary and many benefits, including health insurance, flexible hybrid working mode
- Work with a talented team who built large-scale systems at Google, QASymphony, Katalon, Kobiton, etc.
- Beautiful office in HCMC with many entertainment options (game console, foosball, ping pong, gym, etc.) and unlimited coffee & snacks.

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