Senior IT Solutions & System Support Engineer

Position Purpose

The Senior IT Solutions & System Support Engineer is responsible for supporting daily IT operations, business systems, SAP/ERP users, HR system implementation and system improvement projects.

Key Responsibilities

1. IT Help Desk & System Setup

• Provide daily IT support for users, including laptop/desktop, printer, scanner, email, Microsoft 365, Teams, SharePoint, internet, Wi-Fi and basic network issues.

• Set up computers, software, user accounts, email, printers, ERP/HR system access and other required applications for new users.

• Support onboarding and offboarding from IT side, including account creation/removal and IT asset handover/return.

• Manage IT assets, equipment records, repair history and user assignment records.

• Escalate complex issues to senior IT team, vendors or service providers when required.

2. SAP / ERP System Support

• Provide first-level support for SAP/ERP users across departments.

• Support user access, master data checking, transaction issues, report extraction and common system errors.

• Work with business users to understand SAP/ERP issues and classify root causes: user error, data issue, process gap, configuration issue or system bug.

• Coordinate with SAP consultants, IT team or vendors to resolve system issues and follow up until closure.

• Support SAP/ERP enhancement requests, UAT, user guide preparation and go-live support.

3. HR System Support

• Support HR system setup, testing, implementation and daily operation.

• Work with HR users on workflows such as employee master data, attendance, leave, overtime, payroll input, approval flow and reporting.

• Coordinate with HR system vendors for configuration, issue fixing, enhancement and UAT.

• Support user training and post go-live issue resolution.

4. IT Solutions & Process Improvement

• Understand business requirements from departments and propose practical IT/system solutions.

• Support workflow automation, approval flow, reporting tools, system integration and internal process improvement.

• Analyze repeated manual work or recurring issues and recommend improvement actions.

• Support testing, troubleshooting and improvement of internal tools and business applications.

5. Vendor & Project Coordination

• Coordinate with vendors for SAP/ERP, HR system, software, hardware, network and other IT services.

• Clarify user requirements, follow up pending issues, track timeline and verify vendor deliverables.

• Maintain issue logs, action logs, project trackers and status updates.

• Escalate project risks, delays, unresolved issues or quality concerns in a timely manner.

6. UAT, Go-live & User Support

• Prepare test cases, UAT checklist and expected results based on user requirements.

• Coordinate UAT sessions with users, IT team and vendors.

• Record bugs, user feedback, change requests and improvement points.

• Support go-live preparation, user readiness, access setup and fallback plan.

• Prepare simple user guides, SOPs and troubleshooting instructions.

Experience: 3-5 years same

Yêu cầu công việc

Experience: 3-5 years same position -Experience supporting SAP/ERP/HR system users is strongly preferred.

Technical Skills

• Strong knowledge of Windows, Microsoft 365, Outlook, Teams, SharePoint, printer/scanner setup and office IT support.

• Good understanding of SAP/ERP user support, business transaction flow and system issue handling.

• Understanding of HR system processes such as employee master data, attendance, leave, overtime, payroll input and approval workflow.

• Basic knowledge of database, SQL, Excel, Power Query or Power BI is preferred.

• Basic network knowledge: LAN, Wi-Fi, IP, printer sharing, router/switch troubleshooting.

• Able to check data, validate reports, read issue logs and identify root causes.

Business & Project Skills

• Able to understand business workflows and translate user issues into system requirements.

• Able to work with business users, IT team, vendors and management.

• Able to document user requirements, process flows, test cases, issue logs and user guides.

• Strong follow-up discipline and ability to close issues properly.

• Able to prioritize urgent issues and escalate risks on time.

Personal Attributes

• Mature, responsible and service-minded; Strong logical thinking and problem-solving ability.

• Careful with data, access rights, system control and documentation.

• Hands-on, proactive and able to work independently.

• Able to communicate clearly with both technical and non-technical users.

Language: Vietnamese & intermediate English

Quyền lợi

• Chăm sóc sức khoẻ: To be contributed Social Insurance, Health Insurance and Unemployment Insurance
• Nghỉ phép có lương: Working days: Monday to Saturday
• Khác: The successful candidates will be working in a professional, dynamic, friendly environment.