LOCATION: Hanoi

JOB DESCRIPTION 

We are seeking a proactive and capable IT Support / IT Operations Specialist to ensure the stability, security, and efficiency of the company’s IT environment. This role goes beyond traditional helpdesk support, requiring hands-on involvement in both on-premise and cloud infrastructure, as well as networking and firewall systems. 

The successful candidate will play a key role in maintaining day-to-day IT operations while ensuring alignment with ISO 27001:2022 standards, internal security policies, and compliance requirements. This position will work closely with cross-functional teams and may act as a bridge between end-users and senior IT management. 

Key Responsibilities 

IT Operations & Support 

• Provide first and second-level technical support for end-users across software, hardware, and access-related issues.  

• Manage and resolve incidents through the IT ticketing system, ensuring proper prioritization, tracking, and timely closure.  

• Actively monitor and follow up on open and aging tickets, ensuring service level targets are met.  

• Escalate complex issues to relevant internal or external teams and coordinate resolution.  

Infrastructure & Systems 

• Support and maintain both on-premise and cloud-based systems (e.g., servers, virtual machines, SaaS platforms).  

• Assist in the administration of network infrastructure, including LAN/WAN, VPN, and Wi-Fi systems.  

• Support firewall and security systems configuration, monitoring, and basic troubleshooting.  

• Participate in system upgrades, patching, backup, and recovery processes.  

IT Asset & Documentation Management 

• Manage IT assets lifecycle, including procurement, inventory tracking, maintenance, and disposal.  

• Maintain accurate and up-to-date documentation for systems, configurations, incidents, and standard operating procedures.  

• Ensure proper access control and asset assignment in compliance with company policies.  

Security & Compliance 

• Ensure all IT operations and support activities align with ISO 27001:2022 controls and internal security policies.  

• Support implementation and monitoring of security controls such as access management, endpoint protection, and data handling.  

• Assist in audits, risk assessments, and compliance reviews when required.  

• Promote security awareness and best practices among end-users.  

Reporting & Continuous Improvement 

• Prepare regular reports on incidents, system status, and operational metrics.  

• Identify recurring issues and propose improvements to enhance system reliability and user experience.  

• Contribute to process improvements aligned with ITIL practices and organizational standards. 

 

REQUIRED SKILLS AND EXPERIENCE

Qualifications 

• Minimum 2–4 years of experience in IT Support, System Administration, or IT Operations. 

• Solid understanding of Windows, macOS, and common enterprise applications.  

• Hands-on experience with on-premise servers and cloud platforms (e.g., AWS, Azure, or similar).  

• Basic to intermediate knowledge of networking concepts (TCP/IP, DNS, DHCP, VPN).  

• Experience with firewall systems and network security practices is highly desirable.  

• Familiarity with IT ticketing systems and incident management workflows (ITIL-based preferred).  

• Strong troubleshooting skills across hardware, software, and user access issues.  

• Good understanding of information security principles and compliance requirements. 

Preferred Qualifications 

• Experience working in environments compliant with ISO 27001 or similar security frameworks.  

• Exposure to regulated industries (e.g., banking, finance, insurance, fintech).  

• Knowledge of identity and access management (IAM) and endpoint security tools.  

• Experience with backup systems, monitoring tools, and virtualization technologies.  

• Ability to handle multiple priorities and work effectively under pressure.  

• Strong communication skills, with the ability to interact effectively with both technical and non-technical stakeholders.  

Key Attributes 

• Proactive and ownership-driven mindset  

• Strong attention to detail, especially in security and compliance-related tasks  

• Willingness to learn and grow into a more senior or managerial role  

• Customer-focused with a service-oriented attitude 

BENEFITS

Salary: Up to 25M 

• Probation salary is 100% of the official salary 
• 13th-month salary and performance review twice a year 
• Bonus for special occasions each year (Labor Day, National Day, Solar New Year, Lunar New Year) 
• Project bonus 
• Employee’s professional certification and training allowances are subject to company regulations 
• Health Care Insurance  
• Annual Health Assessment 
• Social, health and unemployment insurance following government policy 
• Enjoy company summer trips and other team-building activities held monthly and quarterly
• Professional, creative and dynamic working environment 
• Work five days per week with a flexible check-in time

CONTACT