JOB DESCRIPTION

This job description outlines the general nature and level of work performed within Sun Group. It is not intended to be an exhaustive list of all duties, skills, or responsibilities assigned to a specific position. Job requirements and responsibilities may be modified as needed. Employees are expected to follow any other job-related instructions and perform additional tasks assigned by their managers.

Position Overview

Position Context

• Act as the single point of contact for phone calls and emails from employees regarding IT-related issues and inquiries.

• The IT Service Desk provides first-level technical support to internal staff.

• The successful candidate will have strong analytical and problem-solving skills to diagnose and resolve both simple and complex technical issues related to applications, systems, and infrastructure.

• The role also includes a range of administrative and operational duties.

• Support coverage includes offices in Ho Chi Minh City, Dong Nai, Binh Duong, Vung Tau, and remote users across other locations or working from home.

Position Responsibilities

• Provide technical assistance and support for incoming queries and issues related to IT systems, software, and hardware.

• Log all support requests and issue resolutions accurately in the ITSM portal.

• Respond to queries via phone, email, or in person in a timely and professional manner.

• Prepare and maintain user guides, manuals, and documentation.

• Provide advice and consultation to users on effective computer and software usage.

• Install, configure, modify, and repair computer hardware and software.

• Perform daily operational checks to identify potential issues and ensure smooth IT service delivery.

• Troubleshoot and resolve network connectivity issues.

• Install and maintain computers, printers, and peripheral devices for users.

• Follow up with users to ensure issues are fully resolved and customer satisfaction is achieved.

• Set up and support online meetings (Webex, MS Teams, Zoom, etc.), including connectivity and quality assurance.

• Manage and troubleshoot video conferencing systems, support connections between conference rooms, and provide onsite support for workshops or important corporate events.

• Consult, install, and configure business applications and tools as required.

• Support VoIP phone systems and time attendance systems.

Position Requirements

Education / Professional Knowledge:

• Bachelor’s or College degree in Information Technology, Electronics, or Telecommunications.

Skills & Experience:

• At least 3 years of experience in an IT Service Desk or equivalent technical support role.

• Strong knowledge of PC hardware, TCP/IP networks, printers, and IP phone systems.

• Solid experience working in a Windows domain environment.

• ITIL Foundation certification is an advantage.

• MCP/MCSA certification is desirable.

Other Requirements:

• Service-oriented mindset with strong customer focus.

• Good English communication skills (both written and verbal).

• Responsible, proactive, honest, enthusiastic, and a strong team player.

• Good time management and problem-solving skills.