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JOB SUMMARY
As an IT Technical Support Supervisor, you will lead and provide IT support to end users at multiple factories and offices. Your responsibilities include troubleshooting end-user devices and fulfilling IT service requests, 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 RESPONSIBILITIES AND AUTHORITIES
- Lead a team of IT support staff to provide IT services to end-users at TTI's factories in Dau Giay, Dong Nai and other locations when required.
- Supervise and mentor the IT support team, providing guidance, training, and performance evaluations.
- Monitor and manage daily support operations to ensure timely resolution of incidents and service requests, following ITSM best practices.
- Monitor and update CMDB to ensure IT inventory accuracy and up-to-date.
- Manage and monitor IT assets and software license management.
- Complying with and contributing to IT policies, standards, SOP and guidelines.
- Act as the escalation point for complex technical issues and coordinate resolution with internal teams and external vendors.
- Provide training and guidance to users on IT policies and best practices, promoting knowledge sharing culture.
- Compliance with Conversation, Feedback and Recognitions (CFRs) method to build up the company’s culture.
- Participate in and contribute to IT-related projects and initiatives, in alignment with the goals and objectives of the organization.
- Research and offer in-dept technical solutions for complex problems or projects.
- Regularly evaluate, present, and discuss OKRs/KPIs with line manager.
- Perform ad-hoc support as assigned.
Education
- University degree in Information Technology / Computer Science or equivalent.
- Certificate in ITIL, Microsoft Certified, PMP or CCNA is a plus.
Experience
- Minimum 6 years of IT experience and at least 2 years in a supervisory or team lead role, with working experience in the administration of computer operating systems, troubleshooting technical problems in a sophisticated IT environment, and supporting IT projects.
- Experience working in a manufacturing environment is an advantage.
Knowledge
- Solid experiences in technical support / helpdesk.
- Excellent leadership, communication, and problem-solving skills
- 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.
- Strong experience and knowledge in vendor management.
- Proficiency in software licensing management systems.
- Proficiency in installing, managing, maintaining the windows server system associated with some functions like Active Directory, DNS, DHCP, WSUS, SCCM, Deploy GPO, File server, Printer server, etc.
- Knowledge of Cybersecurity, Azure, VMware, Storage, firewall are preferred.
Functional Skills
- Knowledge of ITIL processes, such as incident, problem, and change management, is preferred.
- With experience in Manufacturing Industrial Background and new office/site infrastructure setup.
- 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.
**Working Location: Dau Giay IZ - Dong Nai. Shuttle bused are avaiable from HCM, Binh Duong and Dong Nai