IT Helpdesk

WORK LOCATION

Ho Chi Minh

LEVEL

Junior

EXPIRATION DATE

31 Dec,2025

JOB DESCRIPTION

Technical Support

• Act as the first point of contact for users seeking IT assistance via ticketing system or calls.
• Troubleshoot and resolve technical issues related to hardware, software, Windows/Mac OS, SAP, POS, M365, e-Commerce, VPN, and network connectivity.
• Perform remote support and escalate complex cases when needed.
• Handle service requests primarily through the global IT ticketing system, with occasional support via calls when required.
• Collaborate closely with on-site IT staff for tasks requiring physical presence (e.g., PC setup, replacements).
• Provide clear, proactive communication and updates to users and stakeholders throughout the resolution process.

Device & Asset Management

• Support device setup, deployment, recovery and configuration for new joiners, terminations, and replacements.
• Maintain accurate records of IT assets and manage lifecycle processes (assignment, return, disposal).

Network & Infrastructure Support

• Provide basic troubleshooting for network devices (routers, switches, Wi-Fi access points, VPN).
• Collaborate with Infrastructure team to maintain stable connectivity and support local upgrades.

Service Documentation & Reporting

• Log all incidents and requests properly in the global ticketing system.
• Follow existing IT operation manuals and update documentation when changes occur.
• Prepare weekly/monthly reports on SR volume, resolution time, and issue trends.

Other Responsibilities

• Participate in process improvement initiatives and IT operation enhancement projects.
• Support cross-regional IT Helpdesk operations for Japan, Thailand, Malaysia, or Vietnam when required.
• Perform other tasks as assigned.

REQUIREMENT

• Work at the office and follow the U.S. business calendar/time zone (7:00 PM – 4:00 AM).
• Excellent written and verbal English communication; Japanese is a plus.
• Bachelor's degree in IT, Computer Science, or related field.
• 3+ years of experience in IT Helpdesk, Technical Support, or Infrastructure Support roles.
• Solid understanding of Windows/Mac OS, M365, and standard IT systems (SAP, POS, network).
• Basic networking knowledge (LAN/Wi-Fi/VPN, DNS, DHCP); CCNA certification or equivalent preferred.
• Experience working with ticketing systems and remote support tools.
• Strong problem-solving skills, proactive attitude, and ability to deliver results under tight timelines.

BENEFIT

• Attracted salary based on the ability of the candidate and the general salary framework set by the company.
• Salary review based on performance every 6 months if your basic salary is less than 30,000,000 VND. If your basic salary is from 30,000,000 VND, it will be reviewed every year
• 13th-month salary and bonus for holidays.
• Team building once a month.
• Company trip once a year.
• PVI healthcare insurance.
• Full social benefits in accordance with the company and the law of Vietnam.
• Professional environment and clear procedures.
• Great opportunity to improve English.
• Opportunity to learn Logistics and professional management system of project development process.

(Please be noted that only selected candidates will be contacted via phone)