IT Support Officer

Kaioen Company
We offer holistic IT solutions, including Managed Field Service, IT Hardware Solutions, Warehouse & Logistic, Project Solutions & Professional Services
We specialize in delivering comprehensive IT solutions tailored to the evolving needs of global businesses.
is a leading provider of Managed IT Services, headquartered in Vietnam.
Job description:

Perform ICMS and PC sign off on every PC deployment and collection
Arranging on- site access & support, when required, IMAC’s- Prepare new and existing equipment for deployment
IMAC Update in CMDB
Assist in end user support or consultations.
Provide a minimum of 15 minutes of familiarization Training to end- user upon completion of a new PC install, if end user is available upon completion of installation.
Software issues with applications, Perform troubleshooting and diagnose issue, Complete re- image is performed if required.
Install and configure hardware/software as requested in the IMAC record and verify functionality upon completion (software which could not be installed by intune)
Flexible resources to cater for demand of standby or end user device related projects, without compromising daily BAU services.
Receive, diagnose, assess and resolve Deskside Incidents that pertain to the
Incident handling: including troubleshooting and break- fix; follows incident management process.
Deskside Support will provide incident and request management support to all end user devices. E.g., desktop, Laptop, Tablet, thin client, Mac, Monitor, Mobile device, VPN Token, printer, Scanner, Thumb drive, encrypted portable HDD, etc.
Conduct end- user device and related testing
Provide status updates to the ticketing tools in a timely manner.
Service Requests: Installation, Movement, Addition, or Change (IMAC) of new or existing end user device hardware/software components.
Address day- to- day desktop support process issues.
Analyze completed end user device requests and incidents to identify and recommend process improvements and identify any process compliance issues.
Move existing equipment (PC, notebook, Thin Client, network printer etc.…) and update configurations, as necessary.
Change an existing hardware/software component and verify functionality upon completion
Perform end- user device inspection
Software application support for applications both commercial off- the- shelf and customer- developed.
In a timely manner, escalate to their manager & Deskside Support Lead when a recurring issue is beyond their control.
Desk side support provides support in both local language and English.
Perform site inspection
Queue management for incident resolution and request fulfillment.
If problem cannot be resolved by re- installing the application the Deskside Incident is routed back to Application resolver group responsible for the application.

Desired Competencies (Technical/Behavioural Competency)

Able to configure and use Microsoft Enterprise applications (including SCCM and Active Directory).
Determine and execute system reconfiguration needs.
Installation, Movement, Addition or Change (IMAC) of new or existing end user device hardware/software component.
Carry out on- site analysis, identification, and resolution of difficult desktop problems for end users.
Recommend and apply solutions, including on- site repair for remote users.
Provide support to end users relating to hardware and software, computer applications, LAN components and peripherals.
Strong English & local language proficiency and interpersonal skills.
Ability to communicate effectively with both business/management and vendor resources & acquire knowledge from them.
Creation/restoration of images and upgrading of patches using SCCM.
Provide incidents and request management support to all end user devices. E.g. Desktop, Laptop, Tablet, Thin- client, Mac, Monitor, Mobile device, VPN Token, Printers, Scanner, Thumb drive, encrypted portable HDD etc
Demonstrated ability to provide user support by means of remote access tools.
Supervise complaint ticketing system and follow timely resolution of all work orders.
Install, organize, test, maintain, check and troubleshoot end user workstations and interrelated hardware and software.
Provide and maintain warranty/maintenance documentation for Assets, to be included in Operations Manual.
Experience in Windows & non- Windows Operating environment
Ability to participate in the design, architecture, and engineering of software deployments/installation processes.
Establish end user service level agreements.

Required Technical Skill Set

Install, Configure, Maintain, and troubleshoot end- user desktops, Laptops, Peripherals, Printers...etc.

3+ years of experience in OSS with A+ and N+ certifications and little understanding of Windows server issues at the desk end.

Laptop, Chế độ bảo hiểm, Phụ cấp, Chế độ thưởng, Chăm sóc sức khỏe, Đào tạo, Tăng lương, Công tác phí, Phụ cấp thâm niên, Nghỉ phép năm

Cập nhật gần nhất lúc: 2026-03-04 06:30:03