Trách nhiệm chính

Act as first point of contact and provide Level 1 technical support via phone, email, walk‑in, and ticketing system.
Troubleshoot and resolve issues related to desktops, laptops, printers, AV systems, and other end‑user technologies.
Log and maintain accurate, detailed records of service tickets and resolutions in the ticketing system.
Assign tickets to appropriate second‑line support and follow up to ensure resolution.
Monitor unresolved issues, extract reports, and escalate when necessary.
Ensure equitable workload distribution within the support team.
Provide excellent customer service and professional communication with both staff and students.
Support weekly and monthly reporting and other administrative tasks as required.
Assist and guide other team members; contribute to documentation of best practices and knowledge sharing.
Learn and apply new technical or soft skills as directed by the line manager.
Participate in team‑building activities and suggest process improvement initiatives.
Perform other tasks as assigned by the IT Services & Support Lead or Customer Services Manager.

Yêu cầu công việc

Tertiary qualification in IT, Communications, Engineering, Business, or related fields.
At least four years of experience in a customer‑facing IT support role.
Strong troubleshooting skills in IT systems and end‑user devices.
Excellent verbal and written communication skills in both Vietnamese and English.
High attention to detail and accuracy in managing information.
Ability to work independently and collaboratively within a team.
Good interpersonal and cross‑cultural communication skills.
Solid organizational and time management skills.
Proficient in Microsoft Office 365 (Word, Excel, PowerPoint, Teams, etc.).
Ability to display appropriate behaviours in line with the position and RMIT Values.
Minimum IELTS (General) score of 5.5 (or equivalent).

Mức lương

Phúc lợi

13th month Tet bonus for Vietnamese staff
Private Health insurance for you and your family, plus Personal Accident Insurance
Generous annual leave, sick leave, volunteer leave and public holidays (Christmas and Tet Holidays)
Professional development and career advancement
Access to state‑of‑the‑art facilities and resources
A vibrant and diverse campus life

Thông tin khác

IT Services & Support Officer