IT Helpdesk (US Timezone)
Refer Your Friend
IT Helpdesk (US Timezone)
Referrence Person's Information
Work location
Ho Chi Minh
Level
Junior
Expiration date
31 Dec,2025
JOB DESCRIPTION
- Technical Support
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- Act as the first point of contact for users seeking IT assistance via ticketing system or calls.
- Troubleshoot and resolve technical issues related to hardware, software, Windows/Mac OS, SAP, POS, M365, e-Commerce, VPN, and network connectivity.
- Perform remote support and escalate complex cases when needed.
- Handle service requests primarily through the global IT ticketing system, with occasional support via calls when required.
- Collaborate closely with on-site IT staff for tasks requiring physical presence (e.g., PC setup, replacements).
- Provide clear, proactive communication and updates to users and stakeholders throughout the resolution process.
- Device & Asset Management
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- Support device setup, deployment, recovery and configuration for new joiners, terminations, and replacements.
- Maintain accurate records of IT assets and manage lifecycle processes (assignment, return, disposal).
- Network & Infrastructure Support
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- Provide basic troubleshooting for network devices (routers, switches, Wi-Fi access points, VPN).
- Collaborate with Infrastructure team to maintain stable connectivity and support local upgrades.
- Service Documentation & Reporting
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- Log all incidents and requests properly in the global ticketing system.
- Follow existing IT operation manuals and update documentation when changes occur.
- Prepare weekly/monthly reports on SR volume, resolution time, and issue trends.
- Other Responsibilities
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- Participate in process improvement initiatives and IT operation enhancement projects.
- Support cross-regional IT Helpdesk operations for Japan, Thailand, Malaysia, or Vietnam when required.
- Perform other tasks as assigned.
REQUIREMENT
- Work at the office and follow the U.S. business calendar/time zone (7:00 PM – 4:00 AM).
- Excellent written and verbal English communication; Japanese is a plus.
- Bachelor’s degree in IT, Computer Science, or related field.
- 3+ years of experience in IT Helpdesk, Technical Support, or Infrastructure Support roles.
- Solid understanding of Windows/Mac OS, M365, and standard IT systems (SAP, POS, network).
- Basic networking knowledge (LAN/Wi-Fi/VPN, DNS, DHCP); CCNA certification or equivalent preferred.
- Experience working with ticketing systems and remote support tools.
- Strong problem-solving skills, proactive attitude, and ability to deliver results under tight timelines.
BENEFIT
- Attracted salary based on the ability of the candidate and the general salary framework set by the company.
- Salary review based on performance every 6 months if your basic salary is less than 30,000,000 VND. If your basic salary is from 30,000,000 VND, it will be reviewed every year
- 13th-month salary and bonus for holidays.
- Team building once a month.
- Company trip once a year.
- PVI healthcare insurance.
- Full social benefits in accordance with the company and the law of Vietnam.
- Professional environment and clear procedures.
- Great opportunity to improve English.
- Opportunity to learn Logistics and professional management system of project development process.
(Please be noted that only selected candidates will be contacted via phone)
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