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GENERAL WORK DESCRIPTION
This position is responsible for providing technical infrastructure support for all ECOM employees based in
Vietnam (~270 users) in approximately 7 sites. This position has frequent contact with internal clients, peers,
managers, and independent vendors and does require flexibility to participate in phone or video calls or
address critical business issues outside of local business hours.
Vietnam Production support 95%
Provides primary Level 1 support for Vietnam user issue escalation and resolution.
Ensures technical coverage for production systems, network, and security.
Coordinates IT activities with local IT market support staff.
Successfully install and upgrade global software and hardware throughout region.
Provides primary Level 1 support to local users for standard applications (Lotus Notes client, Navision
basics, File-print, internet) and hardware.
Implements and ensure compliance with company standards and policies.
Coordinates local outsourcing of services when required.
Coordinates the local procurement of hardware if required
Responsible for infrastructure processes (daily backups).
Perform standard maintenance on office equipment.
Basic responsibilities of this role include:
Create and work Help Desk tickets to final resolution.
Must demonstrate excellent customer service skills.
Respond to incoming questions in a timely manner, track 100% of all customer contacts, research
questions and issues and resolve each interaction with customer satisfaction.
Escalate problems to Level-2&3 support personnel when appropriate via proper escalation procedures as
defined in the Help Desk Standard Operating Procedures manual.
Develop and document new solutions to frequently occurring problems.
ATLANTIC COMMODITIES VIETNAM LTD
System Infrastructure JD – Vietnam Support Technician Page 2
Become well versed with common problem inquiries and be able to provide immediate solutions.
Work on special projects on as needed basis.
Plan in advance for new releases and rollouts to anticipate customer inquiries.
Work with ECOM Software Development team when required, monitoring and troubleshooting issues on
the ECOM network.
Manage infrastructure security and provide end-user education.
Install and lay network cabling, rack mount servers, etc.
Install, configure, and troubleshoot MS SQL Server, MS Windows OS, and DHCP/DNS.
Provide technical supports for local HR on Time Attendance Machine and relevant issues
Provide technical maintenance supports on office machines
Ad hoc assignments as and when required by local Management.
Project Management and Support 5%
Serve as infrastructure resource for all global projects deployed to Vietnam region.
Works with global infrastructure and software development teams to implement projects.
Interface with clients to ensure requirements are clearly defined and solution implemented meets their
Study client processes to determine their needs for software and hardware.