IT Helpdesk Engineer

Operation and support

• Log support calls, prioritize them, and take appropriate action to provide a good response in a timely manner in accordance with the IT SLA.

• Assist and coach end users in the proper and efficient use of the school's IT resources (hardware and software) in the office and in the classroom.

• Encourage teachers and administrative staffs to use the IT ticket system to log all IT-related problems and requests, including all necessary details.

• Verify that users are notified when the issue has been rectified, and that all completed tickets are closed at the end of the day.

• Obtain, verify, and manage academic software licensing information for both existing and newly purchased software.

• Assign new hardware an asset code and keep an accurate asset inventory record at all times.

• Providing, utilizing, and updating IT asset inventories, as well as reporting follow Line Manager’s requests

• Create and maintain SOPs, user guides as well as an IT knowledge base to ensure operational consistency across all schools.

• Report all serious complaints and IT concerns to the Line Manager immediately.

• Maintain current knowledge of current technology, including hardware, operating systems, and productivity applications, and provide recommendations to the Line Manager to enable continual improvement of service.

• Willing to relocate to other schools within the KhaiSang corporation on an as-needed and annual basis, depending on the situation.

• To carry out any reasonable additional responsibilities that Line Manager may request.

Engineering and Provisioning

• Configure, deploy, and maintain a variety of personal computing, tablet, network hardware and software systems in both classroom and office.

• Installing or supervising a standard image on school-owned as well as user-owned devices.

• Perform diagnostic tests on computer and peripheral hardware, such as PCs/laptops, tablet/iPad, printers, data projectors, etc and alter or repair them.

• Work with a third-party vendor for warranty, repair, shipping, and installation of hardware.

• Printing and labelling the code on the IT asset

• Printing cards for students, staff, parents, and contractors, as well as recording the required accuracy information for the database in future

• Prepare for the school's event, Audio and provide on-site support if necessary.

Maintenance

• Perform preventative maintenance and inventory checks on all school IT equipment on a regular basis.

Physical

• Move ICT equipment around the school, which requires some heavy lifting.

• Willing to travel around if necessary or in accordance with the annual rotation regulation between schools

Education:

• Bachelor’s degree in Computer Science, Information Technology or equivalent

• IT certificates or equivalent preferred: MCP, CCNA, MCSA

Experience:

• Fresh graduate with potential or at least two years of computer and end-user helpdesk assistance experience. It is preferable for candidate have prior experience working in an international school environment.

• Troubleshooting experience with Windows OS clients (Win 10, Win 11)

• Working knowledge of the Microsoft Office 365 product

Skills:

• Vietnamese and English fluency. In both Vietnamese and English, the ability to interpret manuals and read complicated technical instructions is required.

• A thorough knowledge of a wide range of personal computing hardware and software, including word processing, spreadsheets, presentations, multi-media, and web-based productivity tools.

• Ability to use a variety of conventional office equipment, such as PCs, Apple devices, printers, and projectors, among other things.

Personalities:

• Have strong interpersonal skills, be dependable, and act with honesty at all times.

• Ability to be a skilled communicator through the use of good written and verbal communication skills.

• Capable of working under pressure and following to deadlines.

• Possess the ability to manage own time and workload.

• Ability to demonstrate initiative, common sense, and a positive attitude