Senior Specialist, IT Technical Support also known as Local Site Support (LSS) in Carl Zeiss IT organization, is responsible for IT projects coordination in the country, collaborates with teams across Carl Zeiss global IT organization, handles 1st level IT local support tickets (with ITSM ticketing system) primarily all office and warehouse location in Vietnam, local service requests based on Carl Zeiss regional service delivery frame-work,  supporting SEA countries as and when required. Handles global IT assignments and ad hoc tasks if required.

IT Asset Management: Responsible for IT asset life cycle processes, which involving planning, procurement, maintain accurate and up to date asset inventory, and hardware disposal.

Employee onboarding: Ensure IT devices and services readiness on new joiner onboarding day and provide IT briefing timely.

Employee offboarding: Ensure resignees’ systems and services access is revoked timely as per offboarding playbook, and IT devices fully return by resignees in good condition.

Provide IT technical assistance: Identify and resolve It technical issues, such as hardware, software, and network problems, physically and remotely (though phone, chat, or remote desktop tools).

Installation and configuration: Set up and configure software, hardware (Windows laptop and Apple device), and peripherals for users.

Hardware repair: Diagnose and repair hardware problems and coordinate repairs with vendors.

IT Maintenance: Perform routine maintenance and updates on IT equipment and systems. Manage maintenance contracts.

IT Documentation: Keep detailed records of technical issues, solutions, IT infrastructure and user request.

User Training: Provide training and guidance to users on using IT resources effectively.

IT Security: Assist in ensuring the security of IT systems and data by implementing security protocols and educating users about best practices.

Obedience: Follow instructions from immediate superior and IT management.

Customer support: Delivery excellent customer service by addressing user concerns and ensuring satisfaction.

Escalation: Escalate complex and unresolved issues to higher-level support or appropriate teams.

Teamwork: To help team members in supporting SEA countries as one team. Maintain good rapport with team members.

Project Coordination: Point Of Contact for all IT project deployment / upgrade / enhancement activities in the country.

Stay Updated: Self initiative to learn new IT skills; explore latest IT technology trends/developments to provide effective support and proposal.

Your ZEISS Recruiting Team:

Doan Le Thuy Duong