In this role, you will support the effective functioning of the information technology network, applications, and desktop equipment through incident, problem and service request management.

You will work with external vendors, company’s support office staff, and Club staff to find resolutions to problems that arise in club and in our support offices.

You will utilize your strong L1/L2 experience to support various internal stakeholders with a full range of IT service support from desktop/application issues, so it is imperative that you can provide exceptional customer service and think on your feet to problem solve and provide resolutions.

Must be able to adjust to constant business change; common types of changes include new requirements, evolving goals and strategies, business acquisitions and emerging cloud technologies.

JOB DESCRIPTION

IT Support

• Manage and take ownership of IT request tickets through the entire lifecycle while updating relevant teams and acting as an escalation point for level 1 support
• Proactively assist in monitoring and maintenance of applications and systems by investigating, resolving and escalating issues or queries
• Provide exceptional customer experience via phone, chat and self-service to trouble-shoot solutions for hardware and operating systems issues that affect our users
• Provide desktop, printer and mobile device support for head office users and assist with the setup of new starters computers and their profiles
• Working with the IT Service and Support Manager to identify and propose application systems enhancements

General Duties

• In/Outbound Phone calls
• Create knowledge base articles for internal reference and Service Desk
• Agents, and ensures they are kept up-to-date
• Support and BAU
• Train, share and teach other support team members
• Assist in project task work as coordinated by IT Leadership

Participation and Collaboration

• Participate in daily / weekly meetings with your team to discuss progress and issues to be resolved, and report on progress
• Participate in ongoing discourse in the Groups teams channel
• Other duties as required

REQUIREMENTS

• Relevant tertiary IT qualifications and certification or related discipline
• Fresh graduates are welcome – entry level
• Strong English language communication and comprehension skills
• Strong documentation practices
• Strong communication skills/Phone Manner
• Responsible time management
• Ability to think outside the box
• MS365 experience (Teams, Docs, and Excel)
• The belief that outstanding customer service is the key to success
• Self-motivation
• Develops effective working relationships
• Positive attitude and takes responsibility for their own actions
• Willingness to undertake personal and professional development

INTERVIEW PROCESS: 2–3 online rounds

JOB LOCATION: Fulltime office/hybrid/remote working

• Office location: IPC Tower, 1489 Nguyen Van Linh, Tan Hung Ward, HCMC (opposite SC Vivo City, District 7)

WHAT WE OFFER

• Competitive salary with 13th-month bonus
• 100% salary during probation
• Fully paid for Social Insurance & PVI Health Insurance, yearly health check
• Tech gear provided
• 12-15 days of annual leave
• Onsite training opportunities in Australia