As an IT Infrastructure Analyst, you will operate within a closely-knit team structure, dedicated to delivering best-in-class IT services in Vietnam throughout the Southeast Asian landscape. The team's scope encompasses a comprehensive range of IT-related services, spanning personal computing devices, laptops, state-of-the-art video conferencing software, and sophisticated corporate mobile devices
Job responsibilities
- Collaborate with the regional IT team to meticulously plan, coordinate, and execute operational initiatives within the Workspaces team.
- Partner with local key stakeholders/Regional Partner to align the strategic vision, planning, and execution, translating these concepts into practical implementations.
- Engage and communicate with the Global team to ensure seamless service rollout and support for IT operations in the regional office.
- Meticulously oversee asset life cycle management, including receipt, warehousing, distribution, inventory, repairing and disposal.
- Proactively work with Workspaces team and project team to satisfy the requirements of the project team and resolve the issues.
- Safeguard the robust health of office IT infrastructure through vigilant monitoring and collaborating with team and stakeholders.
- Manage the knowledge base and essential documentation, addressing user queries and requests within designated SLA windows.
- Demonstrate expertise in Mac and macOS support, ensuring uninterrupted functionality across our ecosystem.
- Provide steadfast support for our VC system, covering both software and hardware aspects, ensuring seamless virtual collaboration experiences.
- Demonstrate user empathy, take necessary initiatives to understand user feedback locally and be able to raise issues and propose solutions.Effectively escalate unresolved matters to relevant internal units or vendors, ensuring timely resolutions.
Job Qualifications
Technical skills
- Strong interpersonal and communication skills, with at least 2 years of demonstrated expertise in IT customer service.
- Proficiency in English and Vietnamese, both written and verbal, facilitating effective communication across diverse contexts.
- Possesses a comprehensive grasp of business dynamics, coupled with a customer-centric mindset and collaborative spirit.
- Strong ability to provide exceptional customer service and technical support.
- In-depth exposure to business operations and client management. Related project management experience is a plus.
- Adept problem-solving capabilities, complemented by a solution-oriented approach.
- Proactive attitude towards feedback, swiftly translating suggestions into actionable strategies.
- Self-motivated and enthusiastic commitment to continuous learning for personal skill enhancement, coupled with a results-driven mindset.
- Familiarity with networking fundamentals including TCP/IP, DNS, DHCP, wired and wireless configuration, and VPN protocols.
- Preferred experience in supporting Apple hardware and macOS, reflecting versatile technical capabilities.
Professional skills
- Availability to work standard support hours (Monday to Friday, 9 am - 6 pm) along with occasional after-hours and weekend support.
- This role is based in Ho Chi Minh City and please be aware that remote support for the Singapore and Thailand office is expected if it's needed. Regional support and collaboration with the APAC and Global teams are also expected.
- This opportunity is open to Local only.
Other things to know
Learning & Development
There is no one-size-fits-all career path at Thoughtworks: however you want to develop your career is entirely up to you. But we also balance autonomy with the strength of our cultivation culture. This means your career is supported by interactive tools, numerous development programs and teammates who want to help you grow. We see value in helping each other be our best and that extends to empowering our employees in their career journeys.
About Thoughtworks
Thoughtworks is a global technology consultancy that integrates strategy, design and engineering to drive digital innovation. For 30+ years, our clients have trusted our autonomous teams to build solutions that look past the obvious. Here, computer science grads come together with seasoned technologists, self-taught developers, midlife career changers and more to learn from and challenge each other. Career journeys flourish with the strength of our cultivation culture, which has won numerous awards around the world.
Join Thoughtworks and thrive. Together, our extra curiosity, innovation, passion and dedication overcomes ordinary.
