L1/L2 IT Global Service Desk Analyst
OPSWAT
OPSWAT, a global leader in IT, OT, and ICS critical infrastructure cybersecurity, delivers an end-to-end platform that gives public and private sector organizations and enterprises the critical advantage needed to protect their complex networks, secure their devices, and ensure compliance. Over the last 20 years our commitment to innovative technology has earned the trust of more than 1,700 organizations, governments, and institutions globally, solidifying our role in protecting the world’s critical infrastructure and securing our way of life.
The Position:
We are looking for an IT Service Desk Analyst to join our IT team in Vietnam. As part of a larger team, you will be assisting with different projects, troubleshooting, resolving technical issues, and adding value to the overall service desk. You will get exposure to OPSWAT’s IT leaders, an introduction to working at a global service desk, and an opportunity to gain experience with the technical operations of a large organization dedicated to supporting the critical infrastructure of the world.
What You Will Be Doing:
- Hands on interaction with different departments and people within the organization.
- Respond to user requests for service, troubleshoot problems and help develop solutions.
- Level 1 and Level 2 technical support for service and incident requests.
- Install and maintain Windows, Linux, MacOS Operating Systems.
- Hardware issues troubleshooting: Computer Tower and Personal Computer (Laptops, MacBooks): RAM, Storage, Power, Fan, etc.
- Software issues troubleshooting: Installed Applications, Software on user's computer and OPSWAT products.
- Onboarding new users.
- Maintain Microsoft 365 products like SharePoint, Outlook, Teams, etc.
- Maintain Atlassian products like Confluence and Jira.
- Maintain OPSWAT products like MetaDefender Core, MetaDefender E-mail Gateway Security, MetaDefender Managed File Transfer.
- Assist in maintaining inventory records and documentation for equipment.
- Creating and updating Standard Operating Procedure (SOP) documents.
- Optional weekend on-call.
- Morning and Afternoon shift rotation.
What We Need from You:
- Understanding of ITIL concepts – asset management, incident management, and service management.
- Proficient with Windows 10 and 11.
- Understanding of macOS and Ubuntu Linux.
- Jira Service Management, Jira Software, Confluence knowledge.
- Strong Microsoft 365 skills.
- Basic understanding of networking and print services.
- A can-do attitude and willingness to engage with departments and people.
- Ability to define problems, collect data, establish facts, and draw valid conclusions.
- Strong oral and written communications skills.
- Ability to prioritize tasks and efficiently manage time.
- Understanding of and passion for computers, technology, and learning.
- Eager to learn and grow in a fast-paced environment.
OPSWAT is an equal opportunity employer. We celebrate diversity and are committed to providing an environment where equal employment opportunities are extended to all employees and applicants, free of discrimination and harassment of any type. All employment decisions are based on individual qualifications, job requirements, and business needs without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other category protected by federal, state, or local laws.
Recruiting Agencies: we do not accept unsolicited resumes from third party agencies for any of our open positions. To submit resumes for our jobs, there must be a recruiting contract approved by our legal team and endorsed by both parties. We are currently not accepting additional 3rd party agencies at this time.