IT Support Specialist

Key Responsibilities:

1. Technical Support & IT Services:

• As part of the support team, provide 1st and 2nd line support for various systems and technologies, working closely with colleagues in Vietnam and globally.

• Deliver daily ICT services, including:

• 1st Level Support

• 2nd Level Support

• Access Management

• Register and classify incoming IT incidents, taking immediate action to restore failed services as quickly as possible. If no ad-hoc solution is available, escalate the incident to expert technical support teams.

• Process IT service requests and ensure users are kept informed.

• Collaborate with group ICT and external vendors to manage the implementation of new IT services and solutions.

• Supervise the activation and provisioning of ICT services within the yard.

2. IT Asset & Service Management:

• Ensure that the database of IT assets (workstations, tablets, mobile phones, printers, plotters, etc.), standard software, and IT services managed for Vard Vung Tau is consistently updated and maintained.

• Escalate issues to external service providers when needed to ensure efficient resolution of incidents and service requests according to agreed service levels.

Qualifications:

• Education: Bachelor’s or college degree in Information Technology or a related field.

• Experience:

o Proficiency in ICT technologies, including:

• Windows OS (clients and servers)

• Microsoft 365 (M365)

• Hybrid Azure AD, Intune

o Strong knowledge of ITSM processes based on the ITIL framework, including request, change, incident, and problem management.

• Skills & Competencies:

o Strong command of English and Vietnamese (both written and spoken).

o Excellent problem-solving and analytical skills.

o High attention to detail and accuracy.

o Customer-focused mindset with proactive support.

o Ability to multi-task and prioritize work efficiently.

o Quick learner with the ability to absorb information rapidly.

o Self-learning capability and ability to train others.

o Proactive and responsible in handling tasks.