We currently have openings for both Engineer and Supervisor positions, and we will offer the suitable role based on experience.
IT Technical Support Engineer
Working Location: Will rotate between Tan Phu Trung IZ- Cu Chi and Dai Dang IZ- Thu Dau Mot- Binh Duong sites. Shuttle buses are available from HCM, Binh Duong and Dong Nai
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&039;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.
IT Technical Support Supervisor
Working Location: Dau Giay IZ- Dong Nai. Shuttle buses are available from HCM, Binh Duong and Dong Nai
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-
Perform ad- hoc support as assigned.
Provide training and guidance to users on IT policies and best practices, promoting knowledge sharing culture.
Supervise and mentor the IT support team, providing guidance, training, and performance evaluations.
Research and offer in- dept technical solutions for complex problems or projects.
Monitor and manage daily support operations to ensure timely resolution of incidents and service requests, following ITSM best practices
Complying with and contributing to IT policies, standards, SOP and guidelines.
Manage and monitor IT assets and software license management.
Participate in and contribute to IT- related projects and initiatives, in alignment with the goals and objectives of the organization.
Lead a team of IT support staff to provide IT services to end- users at TTI&039;s factories in Dau Giay, Dong Nai and other locations when required.
Act as the escalation point for complex technical issues and coordinate resolution with internal teams and external vendors.
Compliance with Conversation, Feedback and Recognitions (CFRs) method to build up the company’s culture.
Monitor and update CMDB to ensure IT inventory accuracy and up- to- date.
Regularly evaluate, present, and discuss OKRs/KPIs with line manager.
