Tech Support Administrator

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Brand: Discova
Work type: Full time
Location: Hanoi, Vietnam
Categories: Information & Technology

Tech Support Administrator

Discova…is on the lookout for a Tech Support Administrator superstar to join our savvy IT team!

About the Opportunity

The Tech Support Administrator is responsible for overseeing IT Service Management (ITSM), managing IT assets, training Level 0 (LV0) support staff, and assisting with Level 2 (LV2) support. This includes analyzing and reporting IT processes to enhance service quality, preventing future issues, optimizing system performance, tracking device lifecycles, developing SOPs and self-service guides for LV0, and supporting incident resolution using Office 365 and Microsoft services.

Your main responsibilities are:

  • Develop and maintain dashboards for real-time tracking of service requests and incidents.
  • Tracking all IT assets associated with the Asia division of the Group .
  • Identify recurring issues and collaborate with teams to implement long-term service improvements.
  • Conduct regular IT asset audits and manage inventory, procurement, and disposal processes.
  • Maintain accurate license tracking and centralized asset reporting systems.
  • Design and deliver training sessions for LV0 staff, including SOP and self-service updates.
  • Monitor LV0 performance and provide coaching to enhance service handling capabilities.
  • Communicating and troubleshooting issues related to network handled by the LV2 support team such as network access and Office 365 issues.
  • Proactively cooperating with the LV1 Team and following up with providers to resolve incidents.
  • Schedule preventive maintenance and maintain a structured, up-to-date IT knowledge base.

About you

The Essentials:

  • BA degree in Network and System Administration.
  • Certificate in CCNA, MCSA , MS102, AZ102 etc.
  • 2+ years of experience in working with ITSM platforms such as Service Desk Plus, Service Now, etc...
  • 1+ years of experience with Office 365.
  • Strong experience in conducting analysis and building reports.
  • Strong experience in asset management using management tools.
  • Knowledge of Window services such as DNS, DHCP, LDAP, etc...

The Attributes:

  • Understanding the ITSM process.
  • Strong problem solving and analytical skills.
  • Strong communication and teamwork.
  • Time management and organizational skills.
  • Adaptability and willingness to learn new technologies.
  • Ability to communicate technical information not only to other technical team members but also to coworkers in other departments who may not be competent in IT terminology and concepts.

About Us

To learn more about Discova and our work perks click: https://bit.ly/4hEd88H

Get in touch now and Discova a world of possibilities!

 

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