ABOUT VINUNIVERSITY

VinUniversity (VinUni) is Vietnam’s first private, not-for-profit university established to international standards, with the vision of becoming one of the world’s top 100 universities. Guided by its core values (EXCEL) of Empathy, Creativity, Leadership Mindset, Exceptional Capability, and Entrepreneurial Spirit, VinUni develops talent equipped to create meaningful impact in Vietnam and globally.

Founded by Vingroup, one of Asia’s largest private conglomerates, VinUni benefits from a dynamic ecosystem spanning Industrials & Technology, Real Estate & Services, Infrastructure, Green Energy, Culture, and Social Enterprises. This ecosystem provides unique opportunities for collaboration and innovation through leading organizations such as VinFast, Vinpearl, Vinmec, Vinschool, and Vinhomes, as well as a vibrant entrepreneurial network including VinVentures, VinMotion, VinRobotics, VinSpace, and VinEnergo, etc.

VinUni comprises four colleges: the College of Arts and Sciences, the College of Business and Management, the College of Engineering and Computer Science, and the College of Health Sciences. The University has established strategic partnerships with Cornell University, the University of Pennsylvania and Nanyang Technological University to advance excellence in education, research, and innovation.

In 2024, VinUni became the youngest and fastest university globally to achieve QS 5 Stars, earning the highest rating in nine categories: Global Engagement, Good Governance, Program Strength, Academic Development, Teaching, Employability, Facilities, Arts, and Social Impact. The University was also appointed by UNESCO as the first and only UNESCO Chair University, focusing on Environmental Leadership, Cultural Heritage, and Biodiversity.

As a rapidly growing research-intensive university, VinUni is investing in world-class talent, research centers, and cutting-edge facilities to drive breakthroughs in Artificial Intelligence and Machine Learning, Data Science, Environmental Intelligence, Innovations in Health Sciences, Policy Development, and Sustainable Societies.

ABOUT THE POSITION

The IT Operation and Support Officer provides first-line and second-line operational IT support across end-user computing, enterprise applications, collaboration technologies, identity and access management, IT assets, and campus technology services. The role is responsible for incident resolution, service request fulfilment, operational monitoring, user enablement, and technology support while working closely with Infrastructure Engineers, Application Owners, and external vendors to ensure reliable and high-quality IT services.

KEY RESPONSIBILITIES

1. 1. IT Operations & Infrastructure Support

Infrastructure Monitoring & Operational Support

• Monitor health, availability, and performance of campus IT services (network, wireless, endpoint devices, Microsoft 365, and other supported platforms).
• Perform routine operational checks and preventive maintenance per established procedures.
• Assist with infrastructure maintenance, upgrades, patching, and deployments under guidance of Infrastructure Engineers or vendors.

Incident & Problem Management

• Investigate, troubleshoot, and resolve infrastructure incidents and service requests within agreed SLAs.
• Escalate complex issues to senior engineers, vendors, or service providers as needed.
• Participate in root-cause analysis and contribute to continuous service improvement.

Security & Compliance

• Follow established cybersecurity policies and procedures when providing IT support.
• Support identity and access management (IAM), endpoint protection, and security awareness initiatives.
• Maintain accurate technical documentation, operational procedures, and asset records.

1. 2. IT Asset & Device Management

Asset Lifecycle Management

• Coordinate IT asset lifecycle: procurement, inventory, deployment, reassignment, maintenance, warranty, and retirement.
• Maintain accurate records of hardware, software licenses, and technology inventory.

Endpoint & Mobility Management

• Provision, configure, and support Windows, macOS, and mobile devices via endpoint management platforms (e.g., Microsoft Intune).
• Perform hardware diagnostics, repairs, upgrades, and warranty coordination.

Vendor Coordination

• Coordinate with vendors/suppliers on procurement, maintenance contracts, warranty claims, and repairs.
• Support technology evaluations and procurement recommendations.

1. 3. IT Service Desk & Application Support

End-User Support

• Serve as primary point of contact for faculty, staff, and students on IT-related issues and requests.
• Support classroom, meeting room, and event technologies (AV equipment, presentation systems, hybrid meeting setups).
• Provide first-line support for Microsoft 365, Salesforce, SAP, eContract, and other administrative applications.
• Escalate application defects, configuration/integration issues, and complex technical problems to application owners, vendors, or higher-level support.
• Troubleshoot: Windows/macOS, Microsoft 365, Entra ID, Network & Wi-Fi, Teams & Zoom, Printing.

Service Management

• Log, categorize, prioritize, and track incidents, service requests, and standard changes via the University‘s ITSM platform (Salesforce).
• Ensure tickets are documented and resolved within SLA targets.
• Contribute to service reporting and KPI analysis (ticket volumes, SLA compliance, customer satisfaction, operational trends).

User Enablement & Self-Service

• Develop and maintain user guides, FAQs, and self-service knowledge articles.
• Promote digital adoption and service efficiency through automation and AI-assisted support tools.

Service Improvement & Knowledge Management

• Maintain support documentation, troubleshooting guides, and knowledge base content.
• Identify recurring issues; recommend improvements to support processes, training materials, and self-service resources.
• Identify opportunities to improve efficiency via automation, AI-assisted tools, and Microsoft Power Platform solutions.

1. 4. Communication & Stakeholder Engagement

• Draft and publish IT service announcements, maintenance notifications, security advisories, and emergency communications.
• Communicate service status, incident progress, and resolutions to users promptly and professionally.
• Support user training, onboarding, and technology awareness initiatives.
• Maintain knowledge-base and intranet content for accuracy.
• Foster positive relationships with faculty, staff, students, vendors, and technology partners.

KEY SELECTION CRITERIA

1. 1. Education and Experience

• Bachelor‘s degree in Information Technology, Computer Science, System Engineering, or related field.
• Minimum 2 years‘ experience in a similar IT support/helpdesk role.
• Certifications preferred: CompTIA A+/Network+, Microsoft Certified: Endpoint Administrator Associate, CCNA, or ITIL Foundation.

1. 2. Knowledge, Skills and Abilities

• Strong written/verbal communication in Vietnamese and English (minimum IELTS 5.5 or equivalent).
• Practical experience with ITSM/ticketing platforms (e.g., Salesforce, ServiceNow, Zendesk, Jira Service Management).
• Basic cybersecurity awareness; sound judgment handling sensitive access/data.
• Strong customer service orientation, ownership mindset, and results focus.
• Adaptable, proactive, willing to learn new technologies.
• Able to prioritize multiple incidents/competing requests in a fast-paced environment.
• Strong analytical and troubleshooting skills; attention to detail.
• Able to work independently and collaborate within a multidisciplinary IT team.
• Broad technical proficiency: Windows, macOS, mobile (iOS/Android); printing/copier; LAN/Wi-Fi; IP telephony; video conferencing (Teams, Zoom); Active Directory/Entra ID; Microsoft 365 (Exchange Online, SharePoint, Teams).

COMPENSATION & BENEFITS

The salary and benefits are competitive and commensurate with qualifications and experience.

We thank all applicants for their interest. Please note that only those candidates selected for interviews will be contacted.