RESPONSIBILITIES:

Service desk & End-user support

• Act as first-line contact for end-user support and technology queries, primarily through the Jira Service Desk, while also assisting staff in person, by phone and by email - triaging, resolving or escalating as appropriate.
• Manage and maintain an effective Jira Service Desk, ensuring tickets are logged, prioritised and resolved within agreed timeframes.
• Diagnose faults across hardware, software, network, user access and component configuration. Determine root cause and advise staff on appropriate action.
• Provide end-user support for Microsoft 365 applications including configuration, licensing, mailbox and file-sharing issues, and guidance on effective use.
• Prioritise rapid resolution of technical disruptions to minimize downtime.
• Document problems and resolutions to build a reusable knowledge base.
• Gather user feedback regularly and feed insights into service-improvement plans.

Endpoint administration

• Support and administer Windows 365 environments.
• Deploy and manage enterprise applications through Microsoft Intune.
• Install, configure and upgrade desktop hardware and peripherals (network cards, printers, mice, etc.).
• Perform and document assigned daily operational health checks for supported systems.

Identity & Access

• Administer Active Directory and Microsoft Entra ID - user and computer accounts, security and distribution groups.
• Support user provisioning, deprovisioning, privileged access, access reviews and identity-management initiatives.
• Apply RBAC principles when assigning permissions, ensuring access is granted on a least-privilege basis and aligned to defined roles.
• Manage and support the office physical access control system, including biometric or fingerprint enrolment and the granting and revoking of premises access.

Asset & Procurement management

• Oversee asset provisioning, deployment, collection, lifecycle management and inventory control.
• Maintain accurate hardware, software and licensing records (including site, server and Microsoft 365 licensing).
• Manage IT procurement and vendor relationships.

Security & Compliance

• Support approved operating-system, application and endpoint patching and vulnerability-remediation activities, working with the broader IT team, MSP and SOC.
• Maintain adherence to ISO 27001 standards and preserve confidentiality of information processed, stored or accessed on the network.
• Manage and support the day-to-day operation of internal camera systems, including availability monitoring and coordinating maintenance.

Collaboration & Continuous improvement

• Liaise with external MSPs and the SOC to ensure SLAs and security standards are maintained, and with building management on planned outages, new installations and facilities work affecting IT services.
• Work with internal networks, systems and application teams to ensure connectivity and compatibility between systems.
• Conduct technical research on system upgrades to assess feasibility, cost, time and compatibility.
• Stay current with technology, security practices and emerging IT support trends, including the use of AI to improve service delivery and operational efficiency.

REQUIREMENTS

• College or bachelor‘s degree in computer science, information technology, or computer information systems. 
• At least 3 years’ experience working in IT Support and helpdesk.
• Intermediate English skills in communicating by speaking, writing, listening, and reading. 
• Advanced knowledge of company-supported applications and databases. Ability to learn and support new applications.
• Ability to test, troubleshoot and resolve issues across system software, hardware and connectivity, and coordinate appropriate solutions.
• Ability to determine computer problems and coordinate hardware and/or software solutions.
• Ability to communicate technical guidance and instruction to users on the use of PCs, server applications, and systems. 
• Experience supporting and administering the Microsoft 365 suite (Exchange Online, Teams, SharePoint, OneDrive), along with firewalls, VPNs and general security protocols.
• Experience with Microsoft Intune for device enrolment, policy configuration and application deployment.
• Exposure to Azure Virtual Desktop and/or Windows 365 administration, or a demonstrated ability to learn cloud desktop platforms is a big advantage.
• Experience with Active Directory and/or Microsoft Entra ID, including accounts, groups and group policy.
• Knowledge of best practices in user access control, including privilege principles, role-based access control (RBAC), and multifactor authentication (MFA).
• Experience with patch management processes and tools to ensure that software and systems are up-to-date with the latest security patches.
• Experience with Jira Service Management or a comparable ITSM ticketing platform.
• Experience or knowledge on intrusion detection systems (IDS), intrusion prevention systems (IPS) and other security tools is a big advantage.

BENEFITS:

• Dynamic and professional working environment
• 13th and 14th month salary bonus
• 14 days of fully paid annual leave
• 100% gross salary in probation
• 100% statutory insurance 
• Days off for Christmas Day (25th December) and Boxing Day (26th December)
• Bao Viet healthcare insurance
• Company trip/ Team Building/ Year End Party
• Annual health check
• Free parking 
• Mid-Autumn gift/ Tet gift/ Monthly Happy hour/ Sport Day...