IT Service Desk

JOIN OUR IT TEAM AT GBC ENGINEERS VIETNAM!

At gbc engineers, we're expanding our IT Department in Ho Chi Minh City and we're looking for IT Service Desk Specialist to join our international team of experts from Germany and Vietnam.

We specialize in structural design, BIM modeling, and project management for industrial, commercial, and residential developments across Europe. Combining German engineering precision with digital innovation and international collaboration, we deliver sustainable, high-quality design solutions for the built environment.

1. ROLE SUMMARY

Act as the primary point of contact for all IT support requests, providing 1st Line and 2nd Line desk-side and remote support to business users across the organization. Logs, triages, and resolves incidents and service requests through the IT Helpdesk system, escalating complex issues to the Group IT Manager / Leader, and ensures every ticket is tracked through to resolution within agreed service levels.

2. KEY RESPONSIBILITIES

Service Desk & Ticket Management (70%)

• Act as the first point of contact for all IT support requests logged via email, or the IT Helpdesk system.
• Provide 1st Line support: password resets, account setup, basic troubleshooting, printer/peripheral issues, and general how-to guidance.
• Provide 2nd Line support: diagnose and resolve more complex hardware, software, email, VPN, and connectivity issues that cannot be resolved at 1st Line.
• Log, triage, and prioritize all tickets by urgency and impact, tracking them through to resolution within agreed SLAs.
• Perform user onboarding/offboarding, account setup, and device provisioning (Active Directory, Microsoft 365/Exchange).
• Maintain accurate ticket records and knowledge-base articles to support consistent service and knowledge sharing.
• Support video conferencing and collaboration technologies.

Vendor, Procurement & Asset Management (30%)

• Manage relationships with IT vendors and service providers, including contract renewals, SLAs, and performance follow-up.
• Handle IT procurement: raise purchase requests/quotations for hardware, software, and licenses, and coordinate approvals with the Group IT Manager.
• Manage IT equipment and asset inventory (PCs, laptops, peripherals, licenses), including stock levels, allocations, repairs, and disposals.
• Coordinate with vendors on equipment delivery, warranty claims, and maintenance/repair cases.

3. REQUIREMENTS

• College diploma or bachelor's degree in information technology, Computer Science, Information Systems or a related technical field.
• 1-2 years of experience in an IT helpdesk role, ideally covering both 1st and 2nd Line support.
• Technical stack:Working knowledge of Windows 10/11, AD, Microsoft 365 and Entra ID.
• Familiarity with networking fundamentals, including LAN/WAN, TCP/IP, Wi-Fi, and VPN.
• Experience with a ticketing/helpdesk system (e.g. ManageEngine ServiceDesk) and working to defined SLAs.
• Basic understanding of IT infrastructure, asset management, and IT security practices.
• Strong customer-service orientation with clear, patient communication and problem-solving skills.
• Ability to manage multiple tickets and priorities while meeting SLA deadlines.
• Good English communication skills required.