IT Support Officer

We are seeking an IT Support / Desktop Support Engineer to provide on-site technical support and ensure smooth day-to-day IT operations.
This role is responsible for supporting end users, resolving hardware and software issues, and managing IT assets in a professional enterprise environment.
Working location: The Metropolitan Tower, 235 Dong Khoi St, Dist 1, Ho chi Minh

Key Responsibilities

• Provide on-site technical support to end users, including troubleshooting hardware, software, and desktop system issues.
• Receive, track, and resolve incidents and service requests via ServiceNow and other communication channels (email, phone calls, walk-ins).
• Deliver high-quality IT customer service while ensuring timely issue resolution.
• Install, configure, and upgrade operating systems, applications, and software patches.
• Diagnose, analyze, and repair desktop computers, laptops, peripherals, and related IT equipment.
• Maintain and update technical documentation, user guides, and support procedures.
• Perform IT asset audits, manage the tech bar inventory, and record all asset-related transactions in the ticketing system.
• Support help desk operations and collaborate with internal teams to meet SLA requirements.
• Ensure compliance with IT policies, security standards, and operational procedures.

Required Qualifications & Skills

• Proven experience in IT Technical Support / Desktop Support.
• Strong troubleshooting skills for hardware, software, and operating systems.
• Experience with ticketing and monitoring tools (ServiceNow experience is a strong advantage).
• Experience with IT hardware maintenance, upgrades, and asset lifecycle management.
• Solid knowledge of desktop computers, IT hardware, and enterprise IT environments.
• Hands-on experience in maintaining, analyzing, troubleshooting, and repairing computer systems.
• Excellent problem-solving, diagnostic, and communication skills.
• Ability to work independently on-site and collaborate effectively with team members.
• Strong customer service mindset and attention to detail.
• Good written and spoken English communication skills.
• Relevant IT certifications such as CompTIA A+, ITIL, or equivalent are a plus.