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Service Desk Technician

Công Ty TNHH Loscam Việt Nam · Hồ Chí Minh
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Type
Full-time
Work mode
On-site
Level
Staff
Industry
Other
Salary
Thương lượng
Location
Hồ Chí Minh, Hồ Chí Minh, Hồ Chí Minh

Overview

  • We are seeking a customer-focused Service Desk Technician Level 1 to provide first-line IT support to users across the company. The role is responsible for handling IT incidents and service requests, troubleshooting end-user issues, managing IT assets, maintaining IT documentation, and delivering a high level of customer service.
  • Support Coverage
  • Provide remote and onsite IT support for users across all company locations, ensuring timely resolution of incidents and service requests in accordance with established service levels.
  • Provide Level 1 IT support via phone, email, Microsoft Teams, and ticketing systems.
  • Triage, classify, prioritize, assign, and manage incidents and service requests.
  • Troubleshoot issues related to Windows, Microsoft 365, Outlook, Teams, laptops, mobile devices, printers, and basic network connectivity.
  • Perform user account administration, including password resets, access requests, and user provisioning.
  • Support employee onboarding and offboarding activities.
  • Escalate incidents and service requests to Level 2 support, infrastructure teams, or external vendors when required.
  • Follow up on escalated tickets to ensure timely resolution.
  • Maintain IT asset inventory, including laptops, monitors, mobile devices, peripherals, and accessories.
  • Track asset allocation, movement, return, disposal, and stock levels.
  • Assist with device deployment, replacement, and warranty coordination.
  • Maintain accurate and detailed ticket records, including troubleshooting steps, resolutions, and user communications.
  • Create, update, and maintain IT documentation, SOPs, knowledge base articles, and user guides.
  • Follow IT policies, procedures, security standards, and SLAs.
  • Participate in IT projects, technology deployments, system upgrades, and continuous improvement initiatives.
  • Perform other duties, projects, and tasks as assigned by the IT Department.

Benefits

Laptop / equipmentStock options / ESOP

Summary of facts from the official posting. View original ↗

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