IT Technical Support Engineer

JOB SUMMARY

As an IT Technical Support Engineer, you will provide IT support to end users at multiple factories and offices. Your responsibilities include troubleshooting end user devices and IT services, implementing and documenting authorized changes, and maintaining the Configuration Management Database (CMDB) to keep track of IT assets. You will work regular office hours and overtime as needed to deliver 24/7 IT Managed services with a customer service mindset. You are expected to comply with IT policies and guidelines, collaborate with internal teams, and offer technical solutions following best practices for continuous improvement.

KEY DUTIES AND RESPONSIBILITIES

-  Provide IT Technical support to end-users at TTI's factories in Cu Chi, Binh Duong and other locations when required.
-  Monitor and manage daily support operations to ensure timely resolution of incidents and service requests, following ITSM best practices.
-  Create, implement and document authorized changes, attend CAB meetings when required.
-  Overviewing and updating CMDB to ensure IT inventory accuracy and up-to-date.
-  Participate in procurement processes for IT support tools and infrastructure.
-  Complying and contributing to IT policies, standards, SOP and guidelines.
-  Collaborate with other IT department, users and vendors to ensure optimal performance and security of IT systems and devices.
-  Provide training and guidance to users on IT policies and best practices, promoting knowledge sharing spirit.
-  Compliance with Conversation, Feedback and Recognitions (CFRs) method to build up company’s culture.
- Communicating and networking with 3rd partner’s experts in escalated situations.
- Assisting and contributing on-going projects if required
- Research and offer in-dept technical solutions for complex problems or projects.
- Regularly evaluate, present, and discuss OKRs/KPIs with line manager.

Education

- Degree in Information Technology / Computer Science or equivalent.
- Certificate in ITIL, Microsoft Certified or CCNA is a plus.

Experience

- At least 3 years of recent experience in IT support are required.    
- Experience working in a manufacturing environment is an advantage.
 

Knowledge

- At least 3 years or more of experience in administering computer operating systems and resolving technical issues in a manufacturing IT environment is required.
- Solid experiences in technical support / helpdesk.
- Hands-on experience with PC hardware / Software installation, Windows OS and configuration, Mac OS, Active Directory, Microsoft 365, Anti-virus.
- Experience in troubleshooting network issues including LAN, TCP/IP and Wi-fi.
- Good knowledge of computer software and hardware troubleshooting procedures and methods, proficiency in using various testing software and maintenance tools.
- Proficiency in install, manage, maintain the windows server system associated with some functions as like Active Directory, DNS, DHCP, WSUS, SCCM, Deploy GPO, File server, Printer server, etc.
- Familiar with Microsoft 365 features and supporting.
- Knowledge of Cybersecurity, Azure, VMware, Storage, Fortinet firewall are preferred.
 

Functional Skills

- Knowledge of ITIL processes, such as incident, problem, and change management, is preferred.
- Experience to manage major incidents.
- Strong sense of responsibility, a mindset of continuous improvement, and ability to work independently.
- Excellent communication, customer service, and problem-solving skills
- Team player with good interpersonal, communication and organizational skills.
- Demonstrated ability to learn new technology.
- An above-average ability to read, write, and speak English is required.

*Shutte buses are available from HCM, Binh Duong and Dong Nai