IT Onsite Support Service

Working location:

- Mainly base: Jabil Factory in Hi-Tech Park: Jabil Building 3, Lot I-3B-1, N6 Street, Hi-Tech Park, Long Thanh My Ward, Thu Duc City, HCMC, Vietnam

- Support if any: EMSV at Linh Trung I EPZ

Duties and Responsibilities

- First Tier of support for office users and production needs, responding to general IT

requests.

- Fixing hardware, software, and networking issues.

- Performing onboarding process for Testers for new Prod line setup (DMZ, EDR, Scanning, Windows update, Joining domain)

- Primary support line for production line equipment (IT side)

- Ensuring all system are operational and backed up

- Serve as the first point of contact for customers seeking technical assistance over the

phone or email

- Perform remote troubleshooting through diagnostic techniques and pertinent questions

- Determine the best solution based on the issue and details provided by customers

- Walk the customer through the problem-solving process

- Direct unresolved issues to the next level of support personnel (Global team)

- Provide accurate information on IT products or services

- Record events and problems and their resolution in logs

- Follow-up and update customer status and information

- Pass on any feedback or suggestions by customers to the appropriate internal team

Competency requirements

• Bachelor's degree in computer science
• Experience minimum 5 years relevant experience in installing, maintaining and diagnosing failure in IT, setting up Windows 10 & 11, configuring Cisco switches (9300, 9200), Meraki APs
• Good in English to communicate with Global team
• Analytical & Problem solving skills
• Interpersonal skills