IT Support Engineer

IT Support Specialist (Vietnam Office & Retail Stores)
Location: Ho Chi Minh City, Vietnam

Key Responsibilities

End-User & Retail Store Support

• Provide daily helpdesk support to office users, resolving hardware, software, and network issues (e.g., laptops, email, applications).
  
• Deliver Level-1 technical support for retail stores, assisting with POS systems, network, and hardware-related incidents.
  
• Escalate Level-2/3 issues to the regional IT team and coordinate on resolution plans.
  

Infrastructure Maintenance

• Conduct daily checks and routine maintenance for the local server room, ensuring optimal performance of servers, storage, and network devices.
  
• Manage inventory of IT hardware (e.g., servers, routers, switches) and coordinate repairs or replacements when needed.
  
• Monitor system health, perform backups, and apply security patches to reduce downtime risks.
  

Regional Collaboration

• Collaborate with the regional IT team to implement standardized infrastructure tools and policies.
  
• Support the deployment of new technologies (e.g., cloud-based solutions, security enhancements) in both office and retail environments.
  

Documentation & Compliance

• Maintain accurate records of support tickets, resolution actions, and infrastructure configurations.
  
• Ensure compliance with global IT policies and Vietnam's local data protection regulations.
  

Ad-Hoc Tasks

• Participate in IT-related projects, including office/store expansions and system upgrades, as assigned by management.
  

Qualifications

Education

• Bachelors degree in IT, Computer Science, or a related field (or equivalent professional experience).
  

Experience

• 2-3+ years of experience in IT support or infrastructure roles.
  
• Proficient in helpdesk ticketing systems (e.g., ServiceNow, Jira) and troubleshooting Windows environments.
  
• Experience with Level-1 support for retail systems (e.g., POS, ERP) is a plus.
  
• Previous experience in a retail environment is strongly preferred.
  

Technical Skills

• Basic knowledge of networking (TCP/IP, VPN, Wi-Fi) and server administration (Windows/Linux).
  
• Understanding of hardware maintenance (servers, routers, firewalls).
  
• Familiarity with cloud platforms (e.g., Azure, AWS) is an advantage.
  

Soft Skills

• Strong communication skills in English (for regional collaboration) and fluency in Vietnamese (for local support).
  
• Customer-oriented mindset with the ability to manage and prioritize tasks in a fast-pace