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Position Name |
Field IT Service Coordinator |
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Position Holder |
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Group Company |
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Functional Area |
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Department |
Information Technology (IT) |
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Reports to (Position Name): |
IT Director - SOCV |
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Leadership Responsibility |
☐ Yes ☒ No |
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Purpose of the Job |
To work as part of the SOCV local IT Team. You will be physically located in Vietnam / Binh Duong Province / SOCV, providing IT support to Sonova business entities and users. Working with your team you will provide 1.5 and 2nd level support as directed and be involved in local and regional projects and ensure the delivery of IT services in your site. |
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Key Tasks & Responsibilities |
Participating in problem identification, process review and process re-engineering. Delivering service management updates and escalation/coordination meetings between business and the team providing 1st level support. Requirements gathering, translating business needs into business solutions including technical recommendations. Participating/leading projects (with budget, resources, stakeholder mgmt. accountability). (Agile or DSDM) . Projects could include
Working with local IT team with leadership from IT Director, Regional IT Mgr and Corp IT Ops team as directed. Ensuring IT standards and directives are upheld and followed. Providing 1.5 and 2nd level support locally. Will provide VIP support as appropriate following Sonova’s defined process. Site Specific Responsible for IT Service in Vietnam; SOCV and GCs. IT software / hardware support and management. Network LAN, WAN, Internet connectivity support. Wintel server (physical / VM) system administration. Vendors, IT contracts and equipment management. Local operations and business application support. Local printers, telephony and website development support. Provide IT related training to users. Any other IT related projects and tasks assigned |
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Travelling Requirement |
Travel to other Sonova sites in Vietnam to support or for projects as and when required. |
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Qualifications |
need to have |
nice to have |
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Basic Education |
Degree or equivalent experience within Computer Science field |
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Further Education |
IT technical certification |
MCSE, CCNA or equivalent |
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Work Experience |
Experience in service management and working with people at different levels of the organisation (senior management) |
Experience working for an international company on cross functionality and international projects |
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Personal Competencies |
Exceptional analytical and technical aptitude Influential, trustworthy and punctual Excellent problem solver Ability to work independently with little supervision, but integrate well into teams (onsite and online) Ability to manage time, prioritise tasks and work under tight deadlines Concise and clear communications skills when presenting and explaining results and findings. Calm approach to handling conflicting priorities. Mature professional persona for working with VIP and senior teams. Discretion required as occasionally exposed to confidential projects. |
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Social Competencies |
Personable, able to work comfortably with people at different levels of the company and with people external to the company in different countries. |
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Leadership Competencies |
Ability to convey key IT concepts to business people, including expectation management Leading change initiatives affecting IT |
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Professional Competencies |
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Project Mgmt credentials (eg PMP, Prince2) ITIL |
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Language(s) / Level |
Vietnamese - Fluent |
English |
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IT skills |
Hands on experience in setting up computers in a Microsoft Windows environment Windows Server 2012 and above, Active Directory administration Switch management / configuration Confidence to carry out software upgrades on local applications OOH as instructed by vendors VMWare management skills |
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Further Requirements |
Service orientated |
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Additional Remarks: |
Although your primary responsibility is not 1st level support you will have solid knowledge of: • Understand the key concepts of project management • Above basic understanding of networking including switch management • Working with technical teams on problem identification, solutions and taking responsibility for resolution onsite |
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Line Manager Click or tap here to enter text. Date: Click or tap to enter a date. Firstname, Lastname & Signature |
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Position Holder Click or tap here to enter text. Date: Click or tap to enter a date. Firstname, Lastname & Signature |
