Location: Ho Chi Minh City

Team: Human Resources

Report to: Human Resources Manager

ABOUT ELSA:

At ELSA, our vision is to help over 1.5 billion language learners around the world as a leader in teaching real-time, conversational English. We are here to celebrate and empower every individual on the global stage to build confidence, be understood, and help share their story. Come join our very talented team of people working to make a difference with our proprietary speech recognition technology!

JOB DESCRIPTION

Job Summary:

We are looking for an IT Helpdesk Technician to join our dynamic team. The ideal candidate will be responsible for managing user accounts, providing remote support, and overseeing device management. This role is essential in facilitating onboarding processes and ensuring seamless integration of new systems within our IT infrastructure.

Key Responsibilities:

System Access Management:

• Create and manage user accounts across various systems and platforms.
• Process account removals for departing employees promptly and securely.
• Grant access to function-specific platforms based on user roles and responsibilities.

Daily Support (online/remote and offline):

• Provide global remote technical support to users, ensuring adherence to Service Level Agreements (SLAs) for requests, including after-hours assistance.
• Troubleshoot and resolve hardware and software issues efficiently via phone, email, and remote support tools.

Device Management:

• Oversee the deployment of devices on Day 1, ensuring they are configured and ready for use.
• Manage the recovery and reallocation of devices as per organizational requirements.

Onboarding:

• Collaborate with the HR department to ensure new employees have access to critical systems on their first day.
• Provide training and support to new users to help them navigate IT resources effectively.

Systems Integration:

• Assist in connecting new systems to existing infrastructure, including setting up APIs and ensuring smooth communication between platforms.
• Work with cross-functional teams to support integration projects and troubleshoot related issues.

Documentation:

• Maintain comprehensive documentation for user accounts, support requests, standard operating procedures, and system integrations.
• Create and update user manuals and troubleshooting guides.

Collaboration:

• Work closely with other team such as DevOps to identify recurring issues and develop solutions.
• Participate in IT initiatives, projects, and continuous improvement efforts.

Qualifications:

Education: Associate’s degree in Information Technology, Computer Science, or a related field preferred.

Experience: 2-4 years of experience in an IT support or helpdesk role.

Technical Skills:

• Proficiency in Windows and macOS operating systems.
• Knowledge of networking concepts and hardware/software troubleshooting.
• Experience with Google Admin console for user management.
• Proficiency in managing and supporting collaboration tools (Slack, Jira, Confluence).
• Experience managing third-party access (GitHub/GitLab/PagerDuty/etc.).
• Knowledge of laptop encryption management for Mac and Windows.
• Experience with VPN setup and troubleshooting for cloud connectivity (AWS).
• Basic understanding of AWS IAM roles and permissions.
• Familiarity with API setup and systems integration processes.

Soft Skills:

• Excellent communication and interpersonal skills, with the ability to explain technical concepts clearly to non-technical users.
• Strong problem-solving skills and the ability to work independently.
• Detail-oriented with strong organizational capabilities.

Certifications Preferred:

• CompTIA A+
• Google Workspace Administrator Certification
• AWS Certified Cloud Practitioner
• ITIL Foundation Certification

Working Conditions:

• Availability to work flexible hours, including after-hours support as needed.
• Ability to work in a fast-paced, global environment.

Why You’ll Love Working Here

• Attractive Package salary
• Working time: Mon-Fri (9am 6pm), Hybrid model 1 remote working day on Fridays
• 12 days Annual leave, 1 Birthday leave, 1 Christmas leave
• Premium health insurance (Generali) and annual health check-up to keep you in top shape
• Full social insurance
• Free ELSA Premium courses to polish your language skills
• Annual company trips and quarterly happy hours work hard, play hard!
• Experience the true spirit of a fast growing and well funded Silicon Valley startup