IT Support Specialist

Ho Chi Minh City, Vietnam

The primary responsibility of the IT Specialist is to provide world-class IT support by responding to tickets and requests professionally and promptly, resolving tickets and requests efficiently, ensuring all underlying issues are addressed while also making sure SLA is always met if not exceeded, performing IT-related ad-hoc tasks professionally and effectively, provide both on-site and remote support as needed and maintain strict compliance of PCI DSS security guidelines. They are also responsible for handling the IT infrastructure within the organization, including the physical network such as LAN/WAN, structured cabling, servers, business support systems, and end-user support.



  • Manage PC setup and deployment for new employees using standard hardware, images, and software.
  • Assign users and computers to proper security groups and maintain security restrictions.
  • Respond and resolve tickets, requests, and all issues raised to the IT team professionally and promptly, ensuring SLA and commitments are met if not exceeded, and providing timely updates to end-users if needed.
  • Hardware support and configuration (i.e., Laptop, Desktop, Monitor, Mouse, Keyboard, Printer, etc.).
  • Software support and configuration (i.e., Windows 10, Office 365, Google Workspace, etc.)
  • End-to-end onboarding support (i.e., hardware procurement, configuration and inventory management, account creation, access management, etc.) 
  • End-to-end offboarding support (i.e., hardware movement and inventory management, access management, etc.)


  • Handles the installation, configuration, and administration of network routers, access and distribution switches, firewalls, and access points.
  • Handles the monitoring of bandwidth utilization, network traffic, and internet outages.
  • Can perform daily system monitoring, verify the integrity and availability of all networks, server resources, systems, and key processes, reviewing systems and application logs.
  • Can perform all routine end-user computing or desktop support responsibilities such as desktop application troubleshooting, software installations, hardware setup, and troubleshooting.
  • Handles the basic IT Training and IT Security Information training to all end-users.
  • Keeps records of all CCTV footage on a monthly basis.
  • Maintains a sufficient inventory of company assets and ensures vendor compliance with company standards.
  • Ensures that internet service providers (ISP) follow the company standards and business needs.
  • Assists in maintaining the business continuity plan (BCP) and develops strategies to implement when unexpected problems affect operations.


  • Bachelor’s degree in Information Technology, Computer Science, Information Systems, and other related fields.
  • Minimum of 3 years experience as an IT Associate.
  • Strong negotiation skills and the ability to communicate effectively with vendors and internal stakeholders.
  • The ability to install, configure, and maintain multi-layer switches and routers.
  • Knowledge of Firewalls Ubiquity products (UDM pro, PFSENSE, and Fortinet).
  • Strong knowledge of TCP/IP.
  • Knowledge of routing and routing protocol BGP.
  • Intermediate to advance computer hardware and software troubleshooting.
  • Inventory Management knowledge.
  • Vendor Management knowledge.
  • Strong interpersonal communication skills.
  • Proven ability to work as part of a team, also being self-directed and motivated.


  • Shifting depending on business needs.