IT Support Executive

Job Purpose

Provide technical support and manage IT service operations to ensure Beiersdorf Vietnam employees can work effectively with reliable and secure IT systems, in full compliance with Beiersdorf global IT standards. The primary goal is to minimize service disruptions, maintain IT access control, and support end-user productivity.

Key Responsibilities

• Serve as the IT Field Service support for internal users after incident tickets are assigned to Field Service.
• Troubleshoot and resolve issues related to desktops/laptops, mobile devices, Windows 11, Microsoft 365, printers, and network connections (LAN/WiFi/VPN).
• Install, configure, and deploy IT equipment for new employees; manage user access during onboarding and offboarding.
• Maintain and monitor IT asset inventory, including tracking, allocation, and retrieval of hardware and accessories.
• Support meeting rooms, printing devices, and video-conferencing systems to ensure seamless operations during business activities and events.
• Adhere to Beiersdorf IT policies, security guidelines, and standard procedures.
• Coordinate and work closely with the IT Service Delivery team (Bangkok) to ensure best practices and consistent standards across the business.
• Assist BSS ITO in providing server and network support to ensure smooth daily operations and business continuity
• Ensure information security policies and procedures are observed and enforced, including data protection, backup, and recovery.
• Assist in all IT-related projects in the corporate office and branch offices.
• Prepare regular IT service reports (weekly/monthly), including ticket volumes, incident summaries, and areas for improvement.
• Provide proactive technical support to prevent recurring issues.
• Follow up and keep all stakeholders informed on the progress of incidents and cases.
• Escalate to the next level of support when necessary.
• Perform any other technical support assignments or ad-hoc duties as assigned by superiors.
• Provide on-site IT support during internal events, office relocations, and special operational requirements.

Requirements

• Bachelor’s degree in Information Technology, Computer Science, or a related field.
• 1–3 years of experience in IT Help Desk, IT Support, or Service Desk roles, preferably in a multinational or FMCG environment.
• Strong knowledge of Windows 11, Microsoft 365, Active Directory, VPN, and endpoint devices (PCs, laptops, mobile).
• Excellent troubleshooting skills for hardware, software, network, and peripheral devices.
• Proficient in English (written and spoken) for effective communication with regional and global IT teams.
• Strong organizational and time management skills, with the ability to manage multiple priorities under pressure.
• Customer-focused mindset, proactive approach, accountability, and strong team collaboration.
• Preferred: Familiarity with ITIL concepts (Incident, Problem, Change Management) and experience using ServiceNow or similar ticketing systems.

Core Competencies & Beiersdorf Behaviors

• CARE: Always put internal users first and provide attentive, reliable service.
• COURAGE: Take initiative to suggest improvements and resolve problems proactively.
• SIMPLICITY: Streamline IT processes to enhance efficiency and reduce complexity.
• TRUST: Build trust by delivering accurate, timely, and professional support.