IT Support Associate
Local Technology Coordination
- Responsible for acquisition, installation, maintenance and use of technology (eg, PCs, printers, servers).
- Liaison between local technology and business needs and/or client projects, providing support and advice on technical related issues.
- Sets up and troubleshoots connectivity or performance issues related to all Accenture collaboration tools.
- Resolves problems related to new or existing technology equipment.
- Champions initiatives implemented by the CIO Organization and provides feedback on effectiveness as and when required.
- Develops and delivers training to local customers on the use of technology.
Workstation Support
- Provides workstation support to local customers, resolving reported hardware, operating systems, and configuration issues through troubleshooting and research.
- Prioritizes and updates problem status information.
- Maintains data integrity and security for workstations environment.
- Performs installations, upgrades and backups as requested/necessary.
Systems Administration
- Maintains integrity of the server operating system environment.
- Performs system software upgrades including planning/scheduling, testing, and coordination.
- Performs workstation and server administration setup.
- Maintains software and hardware inventories.
- Maintains production change control schedule and participates in change control as necessary.
Local Network Engineer & Administration
- Manages load configuration of central data communication processor.
- Coordinates terminal orders and cable installation, network system planning, installing, monitoring, testing, and servicing.
- Manages the operational activities for voice/data network services.
- Oversees installation and repair of network components.
- Reports on network operation statistics.
- Coordinates equipment installation and delivery schedules.
- Performs hardware and software moves, add and changes.
- Ensures network and all related equipment are in working condition.
- Responds to and repairs all trouble reports related to the network circuits.
- Maintains records on repairs, down time, changes and updates.
- Keeps and maintains cable records and wiring diagrams.
- Performs cable changes according to industry standard.
- Supports/troubleshoots network problems.
- Coordinates with service providers and equipment manufacturers for installation of such items as routers, switches, Firewall and voice messaging systems, audio/video conferencing platforms & other collaborative tools and/or emerging technologies in voice/data networks such as wireless and other mobility services.
- Manages engineering activities for voice/data network design, development, and implementation.
- May also be responsible for coordination and execution of network deployment activities.
Voice System Support Services
- Fault monitoring of all voice communication systems/equipment including escalation to vendor/carrier maintenance/help desk sections and monitoring of results.
- Maintains documentation including carrier services, extension allocations, system configurations and floor maps.
- Timely communication to practice management and practice personnel regarding downtime, system faults and changes in telecommunications operations.
- Manage and deliver solutions according to the SLA.
- Identify and resolve/escalate all problems, requests and outages.
- Classify, prioritize and escalate problems to the appropriate voice SMEs.
- Ensure ownership of problems/requests.
- Ensure a high level of quality client service is provided to the practice.
- Understand and enforce the firm’s global standards, security and licensing guidelines.
- Minimum diploma in Information Technology.
- 18-24 months’ experience in hardware, software support and networking operations.
- Good working and troubleshooting knowledge of Windows 7, Windows 10, Office 365 and Windows Deployment Services.
- Working knowledge of video conferencing and digital content delivery solutions.
- Confident in communicating and working with customers across all levels including VIPs.
- Proficient in written and spoken English with good presentation skills.
- Team player and possesses a customer service mindset.
Ho Chi Minh City
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