Senior Officer, IT Infrastructure

About FWD Group

FWD Group (1828.HK) is a pan-Asian life and health insurance business that serves more than 38 million customers across 10 markets, including BRI Life in Indonesia. FWD's customer-led and tech-enabled approach aims to deliver innovative propositions, easy-to-understand products and a simpler insurance experience. Established in 2013, the company operates in some of the fastest-growing insurance markets in the world with a vision of changing the way people feel about insurance. FWD Group is listed on the main board of the Hong Kong Stock Exchange under the stock code 1828.

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FWD Vietnam was established in 2016 and is a member of FWD Group.For more information, please visit

PURPOSE

To ensure high-quality IT Helpdesk support services and effective management of IT assets and inventory across all FWD VN offices, ensuring stable operations, user productivity, and full compliance with IT and Finance asset management requirements.

KEY ACCOUNTAIBILITIES

IT Helpdesk & End-User Support

• Identify and resolve hardware, software, and network issues via phone, email, remote tools, or onsite support
• Provide end-user support for desktops, laptops, printers, mobile devices, and enterprise applications
• Perform installation, configuration, and maintenance of IT equipment
• Support user onboarding/offboarding, including account setup and device allocation
• Provide technical support for office setup, expansion, or relocation
• Develop and maintain troubleshooting documentation, guidelines, and user instructions
• Recommend improvements for service quality and user experience
• Participate in IT projects and deployment activities

IT Asset & Inventory Management

• Manage full lifecycle of IT assets: procurement, registration, allocation, transfer, and disposal
• Maintain accurate IT asset records, ensuring 100% asset tracking and compliance with company policies
• Manage IT inventory stock, including stock level monitoring and replenishment
• Perform periodic physical inventory checks and reconcile discrepancies between IT and Finance records
• Maintain asset documentation including asset tags, serial numbers, configurations, and ownership
• Support software license tracking and compliance
• Coordinate with Finance and Procurement for asset purchasing, transfer, and disposal
• Prepare periodic reports on asset utilization, inventory status, and asset aging

Infrastructure & Operational Other Support

• Perform other tasks as assigned by the line manager.

QUALIFICATIONS / EXPERIENCE

• At least a college degree in Computer Science or related field
• Minimum 4 years of experience in IT Helpdesk / technical support
• Experience in IT asset management or inventory control is preferred.

KNOWLEDGE & TECHNICAL SKILLS

• Windows OS, basic network troubleshooting (LAN/WAN)
• Microsoft 365 / Office applications
• IT asset and inventory management process
• Basic understanding of IT security and endpoint protection