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Asia Pacific Level 1 Infrastructure Support Technician

About the company

Our client is one of the leading suppliers of commodity raw materials and related services to coffee roasters, chocolate manufacturers, and cotton textile mills worldwide. Our client is an origin integrated company, which is focused on buying from producers at origin, providing primary processing, logistics and risk management services, and selling to the branded product manufacturer. Our client is a Swiss-based company with origin operations in over twenty countries and sales merchandising offices in the U.S. and Switzerland.

GENERAL WORK DESCRIPTION

This position based in local market is responsible for providing infrastructure technical support for all Asia Pacific (Singapore, Shanghai, Australia, Indonesia, India, Vietnam, Japan, and Bangladesh)  based COMPANY employees (~500) and reports to the Regional Infrastructure Lead.  This position has frequent contact with internal clients, peers, managers, and independent vendors. 

 

Work Schedule:

8+ working hours per day (Usually 8:00 a.m. – 5:30 p.m., Monday – Friday).  Does require flexibility to participate in phone or video calls or address critical business issues outside of local business hours.

RESPONSIBILITIES

This position is responsible for providing technical level 1 support for all Asia Pacific based COMPANY employees and extra support for local market office users.  It reports to the Asia Pacific Infrastructure Lead located in Singapore.

 

Asia Pacific Production support 80%

  • Provides primary Level 1 support for Asia Pacific user issue escalation and resolution.
  • Ensures technical coverage for production systems, network, and security.
  • Coordinates IT activities with local IT market support staff.
  • Successfully install and upgrade global software and hardware throughout region.

 

Local Market Production support 15%

  • Provides primary Level 1 support to local users for standard applications (Lotus Notes client, Navision basics, File-print, internet) and hardware.
  • Implements and ensure compliance with company standards and policies.
  • Coordinates local outsourcing of services when required.
  • Coordinates the local procurement of hardware if required
  • Responsible for infrastructure processes (daily backups).
  • Perform standard maintenance on office equipment.

 

Project Management and Support 5%

  • Serve as infrastructure resource for all global projects deployed to region.
  • Work with global infrastructure and software development teams to implement projects.
  • Interface with clients to ensure requirements are clearly defined and solution implemented meets their needs.
  • Study client processes to determine their needs for software and hardware.

Job Description

Basic responsibilities of this role include:
  • Create and work Help Desk tickets to final resolution. 
  • Must demonstrate excellent customer service skills. 
  • Respond to incoming questions in a timely manner, track 100% of all customer contacts, research questions and issues and resolve each interaction with customer satisfaction.  
  • Escalate problems to Level-2&3 support personnel when appropriate via proper escalation procedures as defined in the Help Desk Standard Operating Procedures manual.
  • Develop and document new solutions to frequently occurring problems.
  • Bcompanye well versed with common problem inquiries and be able to provide immediate solutions.
  • Work on special projects on as needed basis.
  • Plan in advance for new releases and rollouts to anticipate customer inquiries.
  • Work with COMPANY Software Development team when required, monitoring and troubleshooting issues on the COMPANY network. 
  • Manage infrastructure security and provide end-user education. 
  • Ability to work alone with minimal supervision. 
  • Install and lay network cabling, rack mount servers, etc. 
  • Experience with configuring routers. 
  • Install, configure, and troubleshoot MS SQL Server, MS Windows OS, and DHCP/DNS.

Key Qualifications 

  • Bachelor’s degree or advanced certification is desired.
  • Experience with Microsoft Dynamics NAV is a big plus.
  • h3 project management, time management, and problem solving skills
  • Able to excel in idea generation, evaluation, and prioritization, customer and partner
  • engagement, cross-functional technical program management.
  • Experience solving complex and large-scale infrastructure problems.
  • A track record of successful delivery of infrastructure systems as an individual, team leader and or/development manager.
  • A willingness to dive into technical issues as part of maintaining the skills necessary to manage and advocate products and projects.
  • Ability to work with technical and non-technical business owners to get things done.
  • Excellent English written and oral communication across diverse client base.
  • Experience working in a multi-national environment with geographically separated teams is required.
  • Knowledge of LAN/WAN configurations and topologies with familiarity troubleshooting networking equipment and TCP/IP. 
  • Ability to easily travel to countries in the region and US (passport, visa, etc.).

summary

  • Salary: $800 - $1,200
  • Location: Hochiminh City
  • Start date: 01 Sep 2011
  • End date: 31 Oct 2011
Interested? Then apply direct!
Job Code: AP85378
Apply Online

Contact


Nguyen Ngoc Tuan
Senior Recruitment Consultant
P: 0938373899
E: ngoctuan@astrovietnam.com