IT Helpdesk Engineer

Job Description

· The Associate Technical Service Delivery Specialist (ATSDS) in Vietnam

· Role Overview

· In this role, you will be instrumental in driving the successful delivery of technical projects by collaborating closely with cross-functional teams including the Global Helpdesk, Infrastructure and Technical EUC Engineers, the Account Manager, providing quality assurance, and Service Delivery Management.

· In this role, you will be hands-on as a Level 1 EUC Field Support, Project Management, and customer facing with our client, locally and internationally. You will facilitate communication, manage timelines, technical tickets and ensure that project goals are met while adhering to the industry’s best practices.

· This involves managing client relationships, providing technical support, and resolving issues to maintain high levels of customer satisfaction. You will act as a bridge between technical teams and clients, ensuring effective communication and collaboration throughout the service delivery lifecycle.

Job Requirement

Required and Preferred Qualifications:

Required:

• Bachelor's degree in Computer Science, Information Technology, or a related field.

• 2-4 years of experience in a technical project management or delivery role or similar roles, with a proven track record of managing complex projects and support independent and effective decisions.

• Exceptional communication and interpersonal skills, with the ability to influence and engage stakeholders at all levels.

• Proven ability to manage multiple projects simultaneously while meeting deadlines.

• Strong analytical and problem-solving skills, with a detail-oriented mindset.

Preferred:

• Experience with project management tools such as, ServiceNow, Zendesk, Jira, MS Project.

• Familiarity with cloud computing, Field Engineering practices, Passive/Active Wi-Fi. Technology, and relevant programming languages.

• Project management certification (e.g., PMP, ITIL) is a plus.

Technical Skills and Relevant Technologies:

• Proficient in Microsoft Office Suite and 0365, particularly Excel, Word and PowerPoint for reporting purposes.

• Experience with collaboration and communication tools like, Microsoft Teams, Slack, Google Drive or Zoom.

• Experience with Remote Desktop Tools: TeamViewer, AnyDesk and RDP.

• Proficient in relevant technologies, including Windows & MAC operating systems and basic Linux, networking and virtualization.

• Proficient in Aruze Active Directory (AAD), user account management, password policies.

• Experience in Rack & Stack, Rack Design, Server provisioning and configuration of Access Points.

Soft Skills and Cultural Fit:

• Exceptional verbal and written communication skills in English (and potentially Vietnamese) with the ability to engage effectively with diverse audiences.

• Highly organized, detail-oriented, and able to manage multiple priorities effectively.

• Proactive problem-solving mindset, with a focus on delivering results.

• Strong interpersonal skills and the ability to build relationships across teams.

• A proactive approach to problem-solving, demonstrating initiative and adaptability.

• Commitment to continuous learning and professional development.

• A genuine passion for technology and innovation, coupled with a client-centric approach.

• Ability to prioritize tasks, manage time effectively, and meet deadlines.

Location:

• This role requires successful candidates to work from home 5 days a week.

• Travel Requirement to Dong Nai and other local and Overseas countries when required.