IT Support Helpdesk (Ms365, LAN/WAN, English required)

ABOUT THE ROLEWe are looking for a motivated and enthusiastic IT Support to join our growing IT team in Vietnam. This is an excellent opportunity for someone who is passionate about technology, eager to learn, and ready to grow their career in IT support and helpdesk operations.This role is ideal for fresh graduates or early-career professionals who bring a positive attitude, strong willingness to learn, and an open mind toward new technologies and processes. You do not need to know everything on day one — we value curiosity, adaptability, and a genuine desire to develop your skills over time.As the IT Support, you will be the first point of contact for our users in Vietnam, ensuring they receive timely and effective technical support while collaborating closely with our US-based IT team.Daily IT Support & HelpdeskServe as the primary point of contact for all IT support requests from Vietnam office users via phone, email, chat, and in-person walkthroughs.Log, categorize, prioritize, and track all support tickets using the company’s ticketing system (Zendesk) following SLA guidelines.Perform first-level troubleshooting for hardware, software, network, and connectivity issues, escalating to senior IT staff or US-based team when necessary.Provide clear, patient, and professional guidance to end users, ensuring they understand the solutions and can prevent recurring issues.Maintain high ticket resolution rates and meet response/resolution time targets (P1–P4 priority framework).Account & Access ManagementCoordinate with the US-based IT Helpdesk to set up new user accounts, configure email, assign Microsoft 365 licenses, and provision access to company systems.Manage user onboarding and offboarding IT processes: prepare equipment, create accounts, configure devices, and revoke access upon departure.Assist with Microsoft Entra ID (Azure AD) account management, password resets, and Multi-Factor Authentication (MFA) support.Maintain accurate records of user access permissions and ensure compliance with IT security policies.Infrastructure & Network SupportSet up, configure, and maintain the office network infrastructure including LAN switches, Wi-Fi access points, routers, and cabling.Monitor network performance and troubleshoot connectivity issues to ensure stable and reliable office internet and intranet services.Support VPN connectivity for remote workers and ensure secure access to company resources.Coordinate with local ISPs and network vendors for service installations, upgrades, and issue resolution.IT Asset & Inventory ManagementMaintain a comprehensive inventory of all IT equipment including laptops, desktops, monitors, printers, phones, and peripherals.Track software licenses, subscriptions, and renewal dates to ensure compliance and avoid lapses.Coordinate procurement of new IT equipment through approved vendors and manage the asset lifecycle (deployment, maintenance, retirement).Ensure proper labeling, documentation, and storage of all IT assets.Vendor & Supplier CoordinationWork with local IT equipment suppliers, service providers, and repair vendors to source hardware, arrange maintenance, and resolve warranty claims.Obtain quotes, compare options, and make recommendations for IT purchases within budget guidelines.Manage relationships with internet service providers (ISPs) and ensure SLA compliance for office connectivity.Documentation & Continuous ImprovementCreate and maintain IT support documentation including FAQs, troubleshooting guides, how-to articles, and onboarding checklists.Identify recurring issues and propose solutions or process improvements to reduce ticket volume.Participate in weekly IT sync meetings with the global team and contribute ideas for service improvement.Support other tasks and projects as assigned by the IT Manager International or Management team.