Information Technology Support Engineer

Summary of Key ResponsibilitiesThis Services Engineer plays a critical role within the team, actively collaborating with colleagues to share knowledge, resolve complex issues, and contribute to projects. This position requires the ability to assess priorities based on business impact, deadlines, and associated risks, ensuring timely and effective delivery of infrastructure solutions that support organizational objectives. Position responsibilities:Act as the single point of contact for IT and OT support across manufacturing, network, applications, HMI connectivity, printers, scanners, and cybersecurity.Coordinate with project staff and other service providers to ensure seamless connectivity to customer’s network, including LAN access, email replication, and server applications.Perform hardware installation and configuration for IT and OT equipment.Adhere to Incident Management and Request Fulfillment processes.Investigate, diagnose, and resolve Level 2 incidents; escalate unresolved issues as per SLA.Track and report incident status, ensuring timely communication and resolution.Execute Install, Move, Add, Change (IMAC) requests, including pre-work, installation, testing, and user orientation.Maintain accurate asset inventory in CMDB, perform audits, and manage lifecycle activities from procurement to disposal.Conduct daily stand-ups, weekly reviews, and quarterly audits for compliance and continuous improvement.Provide KPI tracking, CSI plans, and monthly trend analysis using AI-driven analytics.Deliver hands-on support for LAN/Wi-Fi infrastructure, server rooms, and data center operations.Troubleshoot network-attached and locally attached devices, handheld devices, and shop floor equipment.Ensure adherence to Customer’s security, compliance, and safety guidelines, including PPE requirements.Provide training and maintain compliance reports.Manage Azure AD objects, including creation, modification, troubleshooting, and periodic audits.Required Skills, Knowledge & Abilities:Bachelor’s degree, or at least 3 years of relevant working experience as Technical Support/ Services Engineer.Can use English for work purpose.Strong troubleshooting skills for IT/OT systems, network infrastructure, and manufacturing devices.Proficiency in LAN/Wi-Fi diagnostics, server operations, and hardware/software installation.Familiarity with Active Directory and Azure AD object management.Knowledge of ITIL processes (Incident, Request, Change, Knowledge Management).Experience with CMDB tools (preferably ServiceNow) and asset lifecycle management.Ability to leverage analytics and automation tools for proactive support and trend analysis.Competence in identifying process inefficiencies and implementing improvements.Strong coordination skills with cross-functional teams, OEMs, and third-party vendors.Effective reporting and documentation capabilities.Understanding of security protocols, compliance standards, and factory safety requirements.Benefit:Base salary: 40.000.000 - 50.000.000 VND. (Negotiable)Meal allowance: 790.000 VND.Sign-on bonus (Candidate who can onboard soon is a plus).13th month salary.All work devices are provided by the company.12 annual leaves.Full salary insurance package.Other benefit by current law.Location: Nguyen Van Troi, Phu Nhuan District, Ho Chi Minh city, Vietnam. (From Mon to Fri)