Tuyển dụng IT Helpdesk & Onsite Support Engineer (12 Month Contractor) tại Hồ Chí Minh

Purpose of the Position

To provide day-to-day IT helpdesk and onsite support services for users at the HCM Branch, ensuring stable and efficient operation of end-user computing, IT equipment, and related IT services.

The role acts as the first point of contact (Tier 1 support) for local users and supports the IT Infrastructure team in maintaining IT service availability and user satisfaction.

________________________________________

Key Responsibilities

End User Support (Primary Responsibility)

• Provide onsite IT support for HCM Branch users.

• Serve as the first point of contact for IT-related inquiries and incidents.

• Support users on Windows operating systems, Microsoft Office applications, collaboration tools, printing services, and standard banking applications.

• Assist expatriate staff and local users with routine IT requests in both Vietnamese and English.

• Support meeting room equipment, video conferencing facilities, and office IT devices.

Incident Coordination and Service Desk Support

• Log, track, and follow up service requests and incidents.

• Perform first-level troubleshooting and issue isolation.

• Coordinate with offshore support teams (EUS Ops, DCS Ops, RNOC) and vendors for issue resolution.

• Escalate incidents appropriately and follow through until closure.

• Communicate incident status and resolution progress to users.

Local IT Operations Support

• Support user onboarding, offboarding, and workstation preparation.

• Assist with user account administration based on approved procedures.

• Support IT asset inventory, tracking, and equipment management.

• Perform routine operational checks and coordinate hardware replacement activities.

• Provide onsite assistance for branch IT activities and operational maintenance tasks.

Project and Implementation Support

• Provide local support for technology rollouts and infrastructure projects.

• Coordinate with regional teams and vendors during implementation activities.

• Assist with user communication, testing coordination, and deployment support.

• Support office relocation, workstation moves, and branch improvement projects.

Vendor Coordination

• Coordinate onsite activities with local vendors.

• Escort vendors and support scheduled maintenance activities when required.

• Verify completion of onsite work and report outcomes to the responsible IT teams.

Documentation and Compliance

• Maintain support records and operational documentation.

• Follow SMBC security policies, IT standards, and operational procedures.

• Support compliance, audit, and asset verification activities when required.

Experience

• 1-3

Yêu cầu công việc

Experience

• 1-3 years of experience in IT Helpdesk, Desktop Support, or End User Support.

• Experience supporting corporate office users.

• Banking or financial institution experience is an advantage.

Technical Skills

Required

• Windows 10/11 administration and troubleshooting

• Microsoft Office / Microsoft 365

• Active Directory fundamentals

• PC, laptop, printer and peripheral troubleshooting

• Basic LAN and Wi-Fi troubleshooting

• IT asset management

• Ticket handling and customer support

Preferred (Nice to Have)

• Basic Windows Server knowledge

• Basic SQL Server knowledge

• Basic Oracle Database knowledge

• Basic PowerShell scripting

• Basic understanding of network infrastructure

Language

• Vietnamese: Fluent

• English: Able to communicate effectively with expatriate users and regional support teams

Quyền lợi

• Thưởng: Salary and bonus in accordance with the company policy
• Chăm sóc sức khoẻ: Insurance in accordance with the company policy
• Nghỉ phép có lương: Paid leave in accordance with the company policy