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Senior IT Support

7 months ago

Ho Chi Minh City, Vietnam Mekong Capital Full time

**I. Objectives**:
The role primarily involves user support, acting as the first point of contact for IT issues. It's centered around engineering seamless experiences, minimizing effort, and maximizing results. The role contributes to business performance by enhancing efficiency, reducing costs, and identifying improvement opportunities.

The job holder will also involve various automation and digitalization projects that open opportunities for learning and self-development within Mekong Capital.

**II. Key Accountabilities**:

- **
User Support and Service Delivery**:
Provide direct IT support to end-users, liaise with vendors for problem resolution, coordinate with teams for device functionality, offer user training, and manage IT equipment for departing employees.
- ** IT Equipment for Staff**:
+ Set up and configured computer workstation and telephone for new joiners.

+ Perform semi-annual laptop health checks.

+ Maintain employee records, calendars, and photos.

+ Manage IT terminations (completed by 6.00 pm on the last working day).

+ Backup and delete terminated user data after two weeks.

+ Oversee public computer borrows and returns.

+ Handle laptop and hardware warranty claims.
- ** Support Cloud Applications (SaaS)**:

- ** Administrative and Other tasks**:
Work from Monday to Friday, 8:00 am-6:00 pm, act as backup for team members, handle IT hardware purchasing, manage administrative tasks, and perform other tasks as requested.

**III. Key Requirements**:

- A minimum of 5 years in IT Helpdesk or technical support roles is required, preferably in hospitality services or an education environment.
- A Bachelor's degree: in Computer Science, Computer Engineer, Information Technology, or a related field.
- Relevant certifications, such as CompTIA A+, ITIL, or Microsoft Certified Professional (MCP), is a plus.
- Excellent English language proficiency, both written and spoken, required
- Strong communication, and problem-solving skills.
- High customer service orientation is essential. Ability to quickly resolve immediate concerns and ensure user satisfaction.
- Proven ability to manage and prioritize tasks and projects, ability to work under pressure.
- Has the ability to work independently to deliver all accountabilities relating to Digital Workplace Experience at Mekong.