Technical Support Engineer (Helpdesk / IT Operations Support)

Position Summary
The Technical Support Engineer is responsible for providing first- level technical support to end users across the organization (approximately 600 users), ensuring smooth IT operations, maintaining IT assets and warehouse inventory, and supporting the IT team in system operation and administrative tasks.
This role plays a key part in maintaining daily IT services, supporting users, and assisting in the implementation and maintenance of IT infrastructure and operational processes.
Key Responsibilities
End- User Technical Support

Provide first- level IT support for approximately 600 users across multiple departments and branches.
Troubleshoot and resolve issues related to:
Microsoft 365 / Email / Outlook
Windows / macOS workstations
Business applications and internal systems
Printers, scanners, and office equipment
Network connectivity (LAN, Wi- Fi, VPN)
Handle support requests via ticket system, email, phone or direct support.
Escalate complex issues to senior IT engineers when necessary.
Ensure incidents and service requests are handled within defined SLA timelines.

IT Asset & Warehouse Management

Conduct periodic IT asset audits.
Maintain accurate asset tracking and inventory records.
Collect and verify equipment during offboarding processes.
Coordinate hardware repair, warranty claims and vendor communication.
Prepare equipment for new employees onboarding.
Manage IT warehouse inventory including laptops, desktops, monitors, peripherals and accessories.

IT Operations Support

Assist in the daily operation and maintenance of IT systems and infrastructure.
Support IT team in tasks related to:
System deployment and configuration
Access provisioning and revocation
Active Directory user management
Basic server and network support
Assist in system rollout, upgrades, and IT projects when required.

Documentation & Administrative Tasks

Maintain and update IT documentation, procedures and operational records.
Assist in maintaining compliance with IT policies and internal procedures.
Prepare reports related to inventory, incidents and IT activities.
Support administrative tasks related to IT procurement and vendor coordination.

Education
Bachelor’s degree or diploma in Information Technology, Computer Science or related field.
Experience
Experience supporting enterprise users or corporate environments is preferred.
1–3 years experience in IT Support / Helpdesk / Technical Support roles.

Technical Skills

Good knowledge of:
Microsoft 365 / Office Suite
Active Directory user management
Basic networking (TCP/IP, DNS, DHCP, VPN)
IT asset management and inventory systems
Windows operating systems
Familiar with ticketing systems (Jira, ServiceDesk, Zendesk or similar) is an advantage.

Soft Skills

Good communication skills and customer- oriented mindset.
Organized and detail- oriented, especially for asset management and documentation.
Ability to manage multiple tasks and prioritize effectively.
Strong problem- solving and troubleshooting ability.

Preferred Skills (Optional but Advantage)

Experience with ITIL processes (Incident, Request, Change).
Basic knowledge of network devices, firewalls or virtualization.
Experience supporting branch offices or distributed environments.
Experience in IT asset lifecycle management.

Key Performance Indicators (KPI)

IT asset accuracy and inventory management.
Onboarding / offboarding process efficiency.
Documentation completeness and operational support quality.
Ticket resolution time and SLA compliance.
User satisfaction.

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Cập nhật gần nhất lúc: 2026-03-17 07:45:03