IT Technical Support

Job purpose:

The Technical Support Analyst will serve and be responsible to:

• Provide technical assistance, guidance to internal/ salesforce staff, work with experts and vendors to provide best solution to business needs.

• Configure, install, monitor, and maintain Hanoi & North branch offices: LAN/ WAN network infrastructure, end user computing hardware/ software, IT asset inventory management.

• Consult with and make recommendations to Business Unit on selection of hardware and software products to address business requirements while maintaining published IT standards.

• Adhering to client operational procedures.

• Liaise with IT Infra & Operations team and Business Unit IT personnel on escalations and service delivery.

• Liaising with external third-party Service Providers.

The Technical Support Analyst works under the general direction of the Head of IT Infra & Operations, serving as a member of a global team that is responsible for the operation of technology domains in terms of strategy, design, engineering and operational support for local, regional and global resources of Sun Life Financial. This position has strong interaction to ensure solutions are effectively developed, implemented and transitioned, ready for production consumption, with all support components in place.

Major accountabilities:

IT Operations:

• Installs and repairs facility and division equipment and software per Company standards and guidelines, including but not limited to terminals, personal laptops, printers, cabling, and related software products.

• Responds to and resolves inquiries and requests for assistance with division or facility computer systems and provides a superior customer support experience for division and facility users.

• Analyzes and provides hands-on support for moderate to complex inquiries. Determines appropriate technical area or vendor to resolve the problem and coordinates with other technical areas, as needed.

• Logs and tracks problems; reviews problem tracking databases.

• Performs facility-based moves, adds, and changes, as needed.

• Maintains documentation for each incident or request and escalates complex problems to the next level of support per documented procedures.

• Aids and trains users on division and facility technology.

• Performs preventative maintenance.

• Effectively works with IT Infra & Operations personnel.

• Participates in meetings, committees, and continuing education to improve individual, departmental and organizational performance

Network Engineering:

• Design and implementation of SLV office network opening/ reallocation/ renovation.

• Evaluating and selecting hardware and software solutions to satisfy the organization’s needs.

• Monitoring network performance and guaranteeing peak performance.

• Routine maintenance and upgrades are performed to avoid downtime and security concerns.

• Diagnosing and addressing network faults as soon as possible.

• Creating and updating extensive documentation on network setups, procedures, and troubleshooting procedures.

• Working with other IT professionals, such as system administrators and security specialists, to maintain a cohesive IT environment.

Incident Resolution and Management:

• Diagnoses and provides corrective actions for Major Incident Management (MIM) service restoration activities.

Business Engagement

• Provide design specifications, integration plans, costing models in response to business and/or project requirements.

• Manage and build relationships with business unit and constituent technical teams.

Vendor Relationship Management

• Manage and build relationships with technology suppliers and manufacturers.

• Provide primary engineering interface to vendors.

• Review audit, assess and qualify supplier/manufacturer technology and service roadmaps.

Education and experience:

Education

• A bachelor’s degree in computer science, information technology, or a closely related discipline is required.

Experience

• 3+ years of experience in the required field.

• Solid knowledge of network protocols, hardware (routers, switches, and firewalls) & monitoring software.

• Excellent communication skills are required for efficient collaboration and user assistance.

• Demonstrates ability to multi-task; Possesses strong analytical skills & problem-solving skills.

• Good English communicates verbally and in writing.

• Certification in Cisco and Microsoft product is preferred.

• Have experience working with a team who can support large campus LAN and multinational WAN solutions in global company is preferred.

Specialized knowledge:

Technical Knowledge: Develop a strong understanding of the products, software, systems, and technologies that you will be supporting. This includes hardware, operating systems, applications, network configurations, etc.

Problem-Solving Skills: Technical Support Analysts need to be skilled problem solvers. Learn how to analyze issues, troubleshoot problems, and find effective solutions efficiently.

Customer Service: Customer service is a crucial aspect of technical support. Focus on developing excellent communication and interpersonal skills to assist users with patience and professionalism.

Communication Skills: Effective communication is essential to convey technical information to non-technical users clearly. Learn to explain technical concepts in a simple and understandable manner.

Ticket Management: Familiarize yourself with ticketing systems and best practices for managing and tracking support requests.

Remote Support: Learn how to provide remote support to users over the phone, email, or through remote desktop tools.

Documentation: Create and maintain comprehensive documentation for troubleshooting procedures, FAQs, and knowledge base articles.

Security Awareness: Stay updated on cybersecurity best practices and be vigilant about identifying potential security threats.

Time Management: Prioritize and manage your time effectively to handle multiple support requests and meet response time SLAs.

Continuous Learning: Technology is growing up, so make sure to stay updated with the latest trends and advancements in the field of technical support.

Hardware and Software Configuration: Familiarize yourself with configuring hardware devices and software applications to provide efficient support.

Network Troubleshooting: Learn about basic network troubleshooting to help users with connectivity issues.

Operating System Knowledge: Gain expertise in the operating systems (e.g., Windows, macOS, Linux) commonly used by your organization or customers.

Active Directory and User Management: Understand the basics of Active Directory and user account management to assist users with access-related issues.

Mobile Device Support: Learn how to support mobile devices like smartphones and tablets, including troubleshooting mobile apps.

ITIL (Information Technology Infrastructure Library): Familiarize yourself with ITIL best practices for IT service management, incident management, and problem management.

Data Privacy and Compliance: Be aware of data privacy regulations and best practices for handling sensitive user information