IT Helpdesk Engineer (IT Support, English)

Delivering 1st/2nd line software and hardware support as an on-site presence in our Vietnam office and for remote users globally during Indochina working hours (09:00-17:30 M-F). 

• Resolving or fulfilling all incoming interactions from users in person, on the phone and via e-mail in a 70/30 Windows/Mac OS based environment 
• Ensuring all interactions with users are logged and managed throughout the ticket lifecycle in line with the SLAs agreed with the organisation
• Managing on-site IT build rooms and the associated equipment including maintaining and repairing laptops as required
• Contributing to the meeting of key performance indicator metrics outlined by the APAC Service Manager
• Building and configuring both Windows and Mac OS hardware through relevant automation platforms
• Handling inbound telephone calls to the Service Desk as required.
• Liaising with relevant 3rd line departments to resolve more complex technical issues where required
• Sharing knowledge with both technical members of staff and end users through the creation of documentation as per agreed templates
• Maintaining and developing own technical knowledge and skills through utilising online training platform
• Identifying and escalating repeat issues to increase first time fault resolution
• Delivering training to staff on core technologies such as Slack and G-Suite
• Supporting user audio/visual meetings and events in both office and off-site locations as required
• Enforcing all IT security policies, reporting any breaches or risks to the Security Management team appropriately
• Sharing responsibility of covering weekends on call with the rest of the team where needed.