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Service Desk Engineer


Tầng 5, Tòa văn phòng T26, khu đô thị Times City, 458 Minh Khai, Phường Vĩnh Tuy, Quận Hai Bà Trưng, Thành phố Hà Nội, Việt Nam

Posted date: 27-08-2020

  • Job level

    Experienced (Non - Manager)

  • Salary


Job Description

Role Description

  • Service Desk Engineer responsibilities include monitoring network infrastructure and resolving system issues. He need to have experience with IT performance management, network administration and system security also familiar with data protection.
  • Reporting line: ITOC Manager


  • Be the first point of escalation for system incident calls
  • Monitor servers, networks, and computer systems for irregularities and performance issues. May also determine when systems or servers are due for upgrades.
  • Provide technical support 24x7 via Service Desk
  • Work within strict SLA’s to provide our customers with a timely resolution.
  • Ensure all support requests are up to date and in hand at the end of each shift, handing over any outstanding issues to shift staff.
  • Log and manage incidents or system failures.
  • Collaborate across the Product Team, Technical Owner and SRE teams and service provider (eg: Banks) for incident response
  • Produce report for the system performance & SLAs on daily/weekly/month basis
  • Review and assign the Service Request (SR) backlog as needed to ensure all SRs are correctly prioritized, scheduled and moved through the system as desired.
  • Perform the daily tasks eg: COB, reconciliation check

Job Requirement

Key Skills

  • Proven customer service/helpdesk/NOC experience
  • Experience with system installation, configuration and analysis
  • Thorough knowledge of networks and cloud computing
  • Knowledge of data protection operations and legislation (e.g. GDPR)

Domain Expertise

  • Experience with SQL and RMDB like MySQL, Oracle, CloudSQL…
  • Experience with ELK, NewRelic, Stackdriver
  • Experience with CI/CD, K8s and GCP is advance
  • Experience with core banking system eg T24 is advance
  • Bachelor degree in Computer Science, Information Technology or relevant field

Analytics  Experience

  • Experienced and conversant in Service Level Agreements and Operational Schedules
  • Excellent analytic, verbal and written communication skills.
  • Experience in Agile Development

Individual Skills

  • Strong stakeholder and change management & Incident Management skills
  • including with business and IT
  • Strong communication skills

Mindset &  Behaviors

  • High energy and passionate individual who inspires teammates to reach their  maximum potential
  • Strong work ethic, required 3 shifts schedule


  • 13th salary, rewards for achievements, initiatives and good deeds
  • Annual leave: 15 – 20 working days/year and Other leaves/public holidays in accordance with the Labor Law of Vietnam
  • Periodic medical checkup, Health/Social Insurances & Bao Viet Insurance
  • Agile and International exposure working environment, no dresscode (it’s your choice to be confident and comfortable)
  • Training courses: The Company will provide customized training courses according to business needs and upon your request
  • Team building, staff retreats and summer camp for excellent employees’ children
  • Gym area, football club, running club,..

More Information

  • Degree: Bachelor
  • Age: Unlimited
  • Working time: Permanent

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Tên gọi One Mount Group được cho là lấy cảm hứng từ thành ngữ "ba cây chụm lại nên hòn núi cao" đề cập việc hợp tác trên nhiều phương diện giữa 3 tập đoàn tư nhân cũng như 3 tỷ phú hàng đầu Việt Nam.

Tầng 5, Tòa văn phòng T26, khu đô thị Times City, 458 Minh Khai, Phường Vĩnh Tuy, Quận Hai Bà Trưng, Thành phố Hà Nội, Việt Nam

Company size: 100-499

Contact person: Ms Hạnh

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