Job Summary: In this role, you will bridge IT support and office operations for our Hanoi office, ensuring employees have reliable infrastructure, smooth workplace support, and a well-run physical workspace.

IT Technical Support:

• User Support: Act as the primary on-site contact for Tier 1–2 IT support in Hanoi, with support for users in HCMC and Europe  when needed. Troubleshoot issues in person or remotely using tools such as RDP, VNC, or TeamViewer, and escalate unresolved issues to the broader IT team.
• System Maintenance: Install, configure, and troubleshoot Windows/macOS workstations, hardware, software, peripherals, and basic network issues.
• Infrastructure & Security: Support centralized directory-based infrastructure such as JumpCloud, standardized computer images, endpoint configurations, and security requirements.
• Asset & Documentation Management: Maintain accurate IT asset inventory and technical documentation for device setup, software installation, hardware configurations, and recurring issues.
• Testing & Improvement: Assist in testing new software, updates, and workplace technologies for compatibility and performance. Identify recurring issues and recommend process improvements.

Office Operations & Facilities Management

• Employee Lifecycle Support: Partner with HR on onboarding, offboarding, account coordination, equipment preparation, access changes, and supporting employee logistics in Hanoi.
• Facilities & Building Coordination: Serve as the local contact for building management, facility requests, deliveries/removals, parking registration, air-conditioning, utilities, and other office matters.
• Office Supplies & Purchasing Support: Coordinate regular orders for office supplies, drinking water bottles, pantry items, and IT equipment or accessories when needed.
• Operational Support: : Coordination with the HR Admin team to provide hands-on support for team and company events in Hanoi, travel arrangements, and other office needs to keep the Hanoi office running smoothly.

The most successful candidates for this role will have:

• Willingness to support both IT responsibilities and office operations/administrative tasks as part of the Hanoi office support role.
• Committed to support employees directly in a professional, responsive, and service-minded manner.
• Hands-on experience in IT support, helpdesk, office IT operations, or a similar technical support role.
• Working knowledge of Windows and macOS environments, including workstation setup, software installation, hardware troubleshooting, and basic network issue resolution.
• Strong communication skills in both Vietnamese and English, written and spoken.
• A technical, systematic, and logical approach to problem-solving.
• Strong sense of ownership, follow-through, and accountability for assigned tasks.
• Good prioritization skills, detail-oriented and well-organized, especially when handling multiple requests, interruptions, and concurrent projects while adhering to strict deadlines.
• Comfortable coordinating with vendors, building management, and external service providers.

Nice to have:

Experience in:

• Google Workspace administration or user support.
• MDM/UEM systems such as JumpCloud, Intune, or Jamf.
• Endpoint security and management tools such as CrowdStrike, Automox, Rapid7, or BeyondTrust.
• Basic Linux troubleshooting, such as Ubuntu or Debian.
• SSO and identity concepts such as SAML, OIDC, or SCIM.
• Apple Configurator, Munki, or other automated software deployment tools.