Bilingual IT Infrastructure Helpdesk
Vị trí này tại Web Synergies (làm việc từ xa tại Việt Nam), hợp đồng full-time, tập trung hỗ trợ vận hành và phát triển hệ thống IT. Ứng viên sẽ chịu trách nhiệm hỗ trợ L1-L2 IT Helpdesk, xử lý sự cố hạ tầng, quản trị hệ thống (Windows Server, Active Directory, DNS, DHCP, ảo hóa) và phối hợp với đội ngũ chuyên môn. Yêu cầu tiếng Nhật và tiếng Anh giao tiếp tốt. Lương, thưởng và đào tạo hấp dẫn theo năng lực.
Để phù hợp với vị trí, bạn cần kinh nghiệm IT Helpdesk/Infrastructure Support, hiểu biết sâu về hệ thống mạng, máy chủ, ảo hóa, thông thạo thiết bị mạng (Cisco, Palo Alto), thành thạo giao tiếp và giải quyết vấn đề với người dùng. Ưu tiên ứng viên có kinh nghiệm L2 hoặc từng là đầu mối escalations.
About the role:
We are urgently looking for an IT Infrastructure Helpdesk to support day-to-day IT operations and infrastructure services. This role will act as the first and second-line support for internal users, working closely with the Infrastructure Manager to ensure system stability, security, and smooth IT operations. Strong Japanese and English communication skills are mandatory. Candidates with an infrastructure background (network, server, cloud) are highly preferred.
RESPONSIBILITIES:
- Provide L1-L2 IT Helpdesk support for infrastructure-related requests and incidents.
- Troubleshoot and resolve issues related to:
- Network connectivity (LAN/WAN, Wi-Fi, VPN)
- Windows OS and basic server-related issues
- User accounts, access rights, and system permissions
- Support and monitor infrastructure components such as:
- Windows Servers
- Active Directory, DNS, DHCP, Group Policy
- Virtualization environments (VMware / Hyper-V / Cloud)
- Escalate complex or unresolved issues to Infrastructure / L3 teams when required.
- Support daily IT operations including system administration and routine maintenance tasks.
- Assist with infrastructure monitoring, backup checks, and basic recovery procedures.
- Participate in infrastructure or IT operation projects when assigned.
- Communicate clearly and professionally with users in Japanese and English, providing timely updates and resolutions.
- Maintain proper documentation and follow IT support processes.
REQUIREMENTS:
Mandatory:
- Business-level Japanese and English communication skills (spoken & written).
- Experience working in an IT Helpdesk / IT Support / Infrastructure Support role.
- Ability to communicate with users clearly, patiently, and professionally.
Preferred / Advantage
- Background in IT Infrastructure (network, server, cloud, virtualization).
- Hands-on experience or working knowledge of:
- LAN/WAN/WLAN, TCP/IP, Layer 2/3 networking
- Enterprise switches, routers, firewalls (Cisco, Palo Alto, etc.)
- Windows Server environments
- Active Directory, DNS, DHCP, Group Policy
- Virtualization (VMware / Hyper-V / Azure)
- Backup and storage systems
- Experience providing L2 support or acting as an escalation point from service desk.
Soft Skills & Working Style
- Strong problem-solving and troubleshooting mindset
- Good attention to detail
- Team player with good collaboration skills
- Able to work under pressure and handle urgent support requests
- Willingness to work after hours when required (if applicable)
Location:
Vietnam
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