Remote Service Desk

ABOUT CLIENT

Our client is a multinational trusted IT solutions provider

JOB DESCRIPTION

Providing technical support to end-users through various communication channels, troubleshooting hardware, software, and network infrastructure-related issues.
Collaborating with global teams to manage tickets, events, and security incidents.
Escalating complex technical problems to relevant teams.
Managing tickets accurately and following standard operating procedures.
Installing, configuring, and troubleshooting client application issues.
Overseeing user onboarding/offboarding processes, including software installations and system upgrades.
Conducting remote hardware and device monitoring and software inventory management and asset tracking.
Providing remote support for customers' infrastructure, systems, and applications.
Implementing patch and security management, backup monitoring, and issue resolution.
Staying updated with industry developments and obtaining relevant certifications.
Ensuring timely management and resolution of customer support tickets.
Meeting Service Desk SLAs and achieving key performance indicators (KPIs).
Following incident, problem, and change management procedures.
Logging all efforts accurately and promptly in the Service Desk application.
Updating and maintaining customer and technical knowledge bases.
Developing and maintaining documentation, including standard operating procedures and knowledge base articles.

JOB REQUIREMENT

At least 2 years of experience in a Level 2 technical support role, with a preference for experience in a remote shift work Service Desk environment
Strong ability to troubleshoot desktop hardware, software, and network issues
Proficiency in using the Service Desk tool to manage incidents, changes, and problem tickets
Ability to independently address and resolve technical problems with minimal supervision
Proficiency in desktop operating systems such as Windows and macOS, Microsoft Office suite, and common business applications
Familiarity with Microsoft 365, Active Directory, Exchange, and basic network troubleshooting
Excellent problem-solving skills and the ability to diagnose and resolve technical issues independently
Exceptional customer service and strong verbal and written communication skills
Strong attention to detail and the ability to prioritize tasks in a fast-paced remote working environment
Desirable Knowledge and Skills
Over 2 years of experience in the field, preferably in a Managed Services environment and International Service Desk
Possession of Microsoft Certifications (e.g., Microsoft 365) is highly regarded
Customer service experience in both remote and onsite settings
Familiarity with ITIL processes and frameworks
Tertiary Qualification or equivalent would be beneficial

WHAT'S ON OFFER

Competitive salary package
Opportunity to establish and lead a new team in Vietnam
13th month salary
Full gross salary
Working hours: 9 am – 5:30 pm, 5 days per week in office
Annual leave: 16 days, increasing by 1 day each consecutive year of service (maximum 20 days)
Additional allowances:
- Parking: USD 25/month
- Phone/Internet: USD 100/month
- Lunch: USD 50/month

CONTACT

PEGASI – IT Recruitment Consultancy | Email: recruit@pegasi.com.vn | Tel: +84 28 3622 8666
We are PEGASI – IT Recruitment Consultancy in Vietnam. If you are looking for new opportunity for your career path, kindly visit our website www.pegasi.com.vn for your reference. Thank you!

Job Summary

Company Type:

Outsource

Technical Skills:

Azure, Services 24/7

Location:

Ho Chi Minh - Viet Nam

Working Policy:

Hybrid

Salary:

Negotiation

Job ID:

J01645

Status:

Close

Related Job:

Software Architect

Ho Chi Minh - Viet Nam

Outsource

  • Azure
  • .NET

Responsible for creating and overseeing integration architectures on Azure Converting business requirements into integration patterns, data flows, error handling, monitoring, and resiliency models Defining and directing the usage of Azure Integration Services, covering Logic Apps, Functions, API Management, Service Bus, and Event Hubs Leading integration platform design following Infrastructure as Code principles and cloud landing zone considerations Ensuring secure integration architectures utilizing OAuth, OIDC, and API security best practices Guiding development teams through architecture reviews, best practices, and reference implementations using C# and .NET Providing support for SAP integrations, including SAP S/4HANA, SAP PI/PO, and SAP BTP Integration Suite Contributing to integration platform modernization and legacy transformation initiatives, such as BizTalk migrations Collaborating with stakeholders, vendors, and delivery teams to ensure alignment and drive technical decisions

Negotiation

View details

Software Engineer

Ho Chi Minh - Viet Nam

Outsource

  • Azure
  • .NET

Creating API-based and event-driven integration solutions Developing integration solutions following Azure best practices and cloud-native patterns Constructing integrations using Azure Integration Services like Logic Apps, Functions, API Management, Service Bus, and Event Hubs Installing and managing SAP integrations, such as SAP S/4HANA, SAP PI/PO, or SAP BTP Integration Suite Building and maintaining integrations using C# and the .NET ecosystem Utilizing Infrastructure as Code practices with tools like Terraform Ensuring secure authentication, authorization, and API security utilizing OAuth and best practices Working with architects, developers, and clients to devise end-to-end integration solutions Assisting in deployments, monitoring, and continuous improvement of integration platforms, ensuring reliability and observability in production environments

Negotiation

View details

Senior Fullstack Engineer

Ho Chi Minh - Viet Nam

Product

  • Java
  • Angular
  • Microservices
  • AWS
  • Azure

Gain a deep understanding of the enterprise data landscape and establish data flow between operational systems for our micro-service approach. Implement high-performance, scalable, and testable components for our architecture. Incorporate modern architectural patterns and techniques (microservices, DDD, TDD) while using frameworks such as Spring Boot and Spring Cloud. Create modern frontend microservices and leverage the latest version of Angular for enriching DM Storybook. Develop RESTful APIs and microservices-based solutions utilizing container technologies such as AKS, Kubernetes, and Docker. Utilize AI coding tools to expedite development and explore AI-powered insurance solutions like claim processing and recommendation engines. Uphold high engineering standards with a focus on performance and scalability. Collaborate with architects, engineers, and project teams to ensure engineering principles are met and lead change. Write clean, maintainable, and well-documented code. Effectively communicate in English, both verbally and in writing. Employ rapid prototyping techniques to accelerate time-to-market for our customers. Keep abreast of new technologies through trend scouting.

Negotiation

View details