IT Field Service Technician (Contractor)

WORKING LOCATION:

• ADM VN - Thuan An, Binh Duong (Shuttle bus provided)

• ADM VN - Saigon Center - 65 Le Loi Street, HCMC

POSITION SUMMARY:

Under minimal supervision of the IT Field Service Manager the Field Service Technician is to provide hands-on support to all end-users. He/she is responsible for the configuration and the support of all IT hardware as well as some programs and applications. The Field Service Technician is responsible for resolving support requests as well as meeting customer satisfaction and continuous service delivery demands.

KEY ROLES:

• End User Computing Support (Weight 60-70%) – Resolve incidents and action requests for end user computers, computer peripherals and phones.

• Networking and Data Centre Teams Support (Weight 10-20%) – Provide in-region assistance to the global Networking and Data Centre Services teams for purchasing and hands-on-wires support.

• Project Support (Weight 10-20%) – Provide in-region support for the execution of projects.

• Other BAU support (Weight 10%~20%) – Procurement, Asset management, and other administration work.

REQUIREMENTS:

• 3+ years working experience in support of end user

• Extensive knowledge of desktop operating system (Windows 10 & 11) as well as mobility devices (iOS & Android)

• MS O365 experience

• Knowledge on managing users, groups and computers in Active directory console

• Experience in troubleshooting of all EUC devices (PC, monitor, phones, printers, etc.), some cabling work will also be required

• Provides guidance and coordinates highly complex incidents with root cause analysis along with the collaboration from other teams as required

• Actively participates in global projects & provides hyper care support if needed

• Ability to plan and prioritize work load and perform under pressure

• Experience in effective communication with technical (IT) and non-technical (business) people

• Capable of working with end users in person or remotely over the phone or with collaboration tools such as Teams

• Fluent in English, both written and verbal

• Flexible to work during weekend/ public holidays or after business hours on rare occasions

• Good attention to business relationship management/partnering with higher level business users ensuring best levels of services are met

• Escalating tickets to required level

• Working with global security team to make sure EUC devices patched and updated.

• Collecting site accurate info. Data for global teams and assisting with them for project design, plan and action.

PREFERRED SKILLS:

• ITIL certification preferred

• MCP Windows client OS qualifications

• Knowledge on IT service management tool – Service Now

• Project methodology

• Create, maintain and publish relevant support documentation in order to assist all users in the quick resolution of their incidents and service requests to enable users to become more self-sufficient.

• Experience on Windows Imaging process using SCCM deployment

• Knowledge on O365 One drive, Azure cloud, Intune, MFA

• Asset management and regular inventory checking

• Interfacing with vendors for the procurement of hardware or requesting support

• Providing IT advice and training to end users in line with company guidelines, policy and standards

• Extensive keyboard operations