IT Operations On-Site

 Objective of job

▪ Record and classify IT service requests and IT incidents globally and process in first level support as well as potentially second level support, in compliance with applicable ITSM processes, standards, and IT guidelines

Alternative Operations On-Site:

▪ Process IT service requests and IT incidents in the office area or on shop floor systems in 1st level support as well as potentially 2nd level support for the respective sites in compliance with applicable ITSM processes, standards and IT guidelines

Principle activities

IT Service Desk:

▪ Analyze and clarify problems/ system errors with internal partners (e.g. clarify technical issues with the software and infrastructure experts, etc.)

▪ Create solutions for simple problems for the solutions database, according to predetermined guidelines

▪ Record and classify simple service requests and IT incidents globally (e.g. requests for advise on standard IT products, processing standard changes, etc.)

▪ Process IT service requests and IT incidents in first level support as well as potentially second level support (e.g. act as first contact person for complex and time-consuming requests for support in the office area, capture all the necessary data and supplementary information, etc.) or forward to second level support, if required

▪ Recognize complex incidents; provide solutions / workarounds using information on documented solutions in the solutions database if necessary

▪ Inform the internal customer and initiate the acceptance of services rendered

▪ Document actions according to predetermined guidelines

▪ Service office systems by using remote access (e.g. solve incidents; install standard software on office PCs, laptops, etc.)

Alternative Operations On-Site:

▪ Process IT service requests and IT incidents in first level support (e.g. act as first contact person for IT incidents for the shop floor systems, etc.) as well as potentially second level support at the respective site or forward to second level support according to applicable ITSM processes and guidelines.

▪ Document actions and solutions, if applicable, according to predetermined guidelines

▪ Service office or shop floor systems by using remote access or by providing on-site support (e.g. solve incidents on laptops, office and production machines, maintain and exchange infrastructure components, etc.)

▪ Conduct tests on systems or system components

▪ Conduct work packages in IT jobs and IT service requests on-site

▪ Maintain hardware and software asset management for assets on-site

▪ Create solutions for simple problems in the knowledge management database, according to predetermined guidelines

Job requirements

▪ Specialized knowledge / education: Information Technology, Computer Science, Computer Engineering, or a related major

▪ Work experience: 1-3 years IT Operations On-Site and Some differing tasks with several potential solutions, including analysis of the situation/causes

▪ Additional knowledge: Standardized procedures and processes, and general work instructions; progress is monitored at longer intervals

We offer:

▪ Competitive salary, 13th salary, monthly bonus upon performance

▪ Fully participate in social insurance with full-salary rate

▪ Premium healthcare package (Generali Insurance), annual health check-up

▪ Free lunch or meal allowance, gas allowance

▪ Gifts on holidays, wedding, birthdays, etc..

▪ Da Nang-Tam Ky, Quang Ngai-Tam Ky shuttle bus route

▪ Teambuilding annually with many cohesive activities

Address for submitting applications:
Company: Lot D1, Tam Thang Industrial Zone, Ban Thach Ward, Da Nang City
Email: recruiting.vn@draexlmaier.com