Senior Engineer, IT Site Support

 

BASIC FUNCTION OF THE JOB

Responsible for tasked with delivering high-quality hybrid remote and on-site IT support to end users throughout Vietnam’s manufacturing facilities for assigned BUs. The primary objective of this role is to ensure IT operations remain stable and efficient, facilitating prompt resolution of incidents so that production and office activities experience minimal disruption. The IT Site Support, Senior Engineer serves as the main IT contact at the site level, collaborating closely with Network & System teams as well as the global Helpdesk IT team to uphold consistent IT service standards.

REPORT TO

Senior Team Lead, Network & System or to be assigned by higher position

JOB REQUIREMENTS

Educational Background

Bachelor’s Degree in Computer Science, Information Technology or related specializations.

Working Experience

• 5+ years of experience in IT Support / IT Site Support.

• Soild experience supporting manufacturing environments.

• Experience supporting multiple sites is a strong advantage.

Abilities

• Strong hands-on knowledge of:

o Windows OS, MS 365

o PC hardware, printers, peripherals

o Basic networking troubleshooting

• Familiar with ITSM / Helpdesk tools

• Demonstrated project planning, project management, documentation, problem-solving and work prioritization skills.

• Excellent customer service skills including telephone techniques, listening skills, sense of urgency and enthusiasm.

• Excellent interpersonal and communication skills; ability to communicate effectively with end-users and management.

• Good command of spoken and written Vietnamese and English.

• Must be both team-oriented and self-motivated.

• Familiarity with administration and support of voice communications.

• Culturally sensitive – values diversity, able to understand and cooperate with other team members from different cultures.

• Willing to travel, internationally and domestically.

RESPONSIBILITIES

• Providing setup, support and coordinate of end users IT services in multiple Vietnam’s sites.

• Coordinating with Network & System teams for infrastrucure-related activities.

AUTHORIZATION

Company Policy allow

Access to certain types of employees’ Information

Report quality high risk events to supervisors.

Report unsafe behaviours to supervisors.

Report to next managing levels when my supervisor does the wrong thing without the correction.

JOB CONDITIONS

Working condition

Works in standard office/manufacturing environment.

DUTIES AND RESPONSIBILITIES:

Job Element Weight # Performance Satisfactory When/Specific Duties

1. IMPLEMENTATION AND SUPPORT OF COMPUTING AND NETWORK SERVICES 40%

• Provide on-site IT support for end users access assigned B.Us ensuring stable daily IT operations for office and production users
• Install, configure, maintain and troublshooting PCs, printers, … and IT standard devices
• Suport Windows OS, Microsoft 365 and standard Corporate applications in arcordance with Corporate IT standards.
• Provide the first level support for site network connectivity issues (LAN, Wi-Fi,…) and coordinate with the Network & System teams for resolution.
• Support factory IT systems such as Prod computers, label/barcode printing system and facilities systems (CCTV, Access Control,…).
• Perform root cause analysis for the recurring site issues and propose the corrective and preventive actions.
• Coordinate with external vendors for on-site support, maintenance, repair and IT deployment activities.
• Support user onboarding / offboarding activities: device preperation, software installation, IT policy training and IT asset handpver.
• Maintain IT asset records, site documentation, ensuring accuracy and compliance with IT audit and security requirements.

2. PROJECT MANAGEMENT & COORDINATION 20%

• Develop, coordinate, and manage multiple concurrent activities and projects. Meet project schedules/milestones. Delivers timely solutions within budgetary constraints and consistent with company standards.
• Conduct thorough research and evaluation on Information Technology projects or products to justify recommendation.
• Effectively communicate project expectations - scope, goals, deliverables, plans, issues – to team members and project stakeholders. Proactively identify, communicate, and resolve project issues.

3. SERVICE DELIVERY 30%

• Deliver reliable IT services at site level, including end-users computing, LAN connectivity and assigned site IT systems, in alignment with Corporate IT standards.
• Ensure avaiblility and perfomance of site IT services (end-user devices, local system, LAN connectivity,…) and promptly escalate to level 2nd for network and system issues.
• Provide timely and effective on-site local end user support for office and production users, ensuring minimal disruption to bussiness and prodiction operations.
• Maintain clear and regular communication with users, helpdesk, IT management, and related teams regarding incident status, service impact, and resolution progress.
• Ensure all support activities comply with IT policies, security requirements, and operational procedures, consistent with legal and Corporate IT standard
• Monitor recurring site issues and propose service improvement actions to enhance user experience and IT service stability.

4. INFRASTRUCTURE SECURITY & INTEGRITY 10%

• Maintain the integrity of the computing and networking environment through appropriate backup strategies, vital record storage, and system security measures including:

 Managing the security controls protecting the network, servers, and computing services.

 Ensuring up to date versions of mal-ware (Antivirus, Spam Controls)

• Provide ongoing analysis of infrastructure for optimal operation, integrity, and stability. Define and implement effective operating procedures.
• Maintain disaster recovery capabilities to assure infrastructure recoverability. Periodically validate recovery procedures and maintain up to date procedures.
• Ensure site-wide compliance to regulatory controls and corporate IT policies/practices:

 IT Framework controls and polices.

 Licensed software use and reproduction.

 Security

 Change Management