Specialist, IT Service Delivery

Delivery Hero
Vientiane
Workplace: OnsiteFull timeFunction: Transportation & Fleet OperationsExperience: 3+ yearsSkills: ["Customer service orientation","Communication","Independent ownership","Collaborative problem-solving","Process improvement"]

Resolve onsite and remote IT issues by identifying and troubleshooting user problems across software and hardware. Install and configure staff accounts, endpoints, and meeting/event AV support, while meeting SLA, KPI, and CSAT targets. Own end-to-end technical capabilities including hardware/software setup, basic network troubleshooting, scheduled maintenance, and logging/process support tickets. Track IT assets, assist with security incidents, and support IT policy/compliance, plus vendor procurement monitoring and continuous process improvements.

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FursaFursa
Delivery Hero
Delivery Hero
3 days ago

Specialist, IT Service Delivery

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Job Summary

Resolve onsite and remote IT issues by identifying and troubleshooting user problems across software and hardware. Install and configure staff accounts, endpoints, and meeting/event AV support, while meeting SLA, KPI, and CSAT targets. Own end-to-end technical capabilities including hardware/software setup, basic network troubleshooting, scheduled maintenance, and logging/process support tickets. Track IT assets, assist with security incidents, and support IT policy/compliance, plus vendor procurement monitoring and continuous process improvements.
Location: Vientiane
Workplace: Onsite
Employment Type: Full time
Job Function: Transportation & Fleet Operations
Seniority: Mid level

Key Responsibilities

  • •Resolve onsite and remote IT issues by identifying, assessing, and troubleshooting user problems while meeting performance KPIs, SLAs, and CSAT targets.
  • •Configure and install hardware, software, and door access/CCTV systems, and perform basic network troubleshooting.
  • •Own scheduled maintenance and upgrades, manage and log technical support tickets, and support AV needs for meetings and events.
  • •Track and manage IT assets through their lifecycle and assist in addressing security incidents.
  • •Enforce IT policies and compliance, manage technical vendor procurement per internal policies, and monitor vendor delivery against contracts and orders; maintain technical guides/knowledge base articles.
Travel: Low travel

Pay and Benefits

Perks:Health InsurancePhone AllowanceWellness Stipend

Key Requirements

  • •Minimum 3 years’ experience in helpdesk or 1st level support, with at least 2 years hands-on experience managing workstations and endpoint devices (Windows and MacOS).
  • •Ability to collaboratively solve complex technical issues and troubleshoot both software and hardware problems.
  • •Experience configuring and installing endpoint devices, automated Windows and MacOS installation, and supporting Zoom/event needs.
  • •At least deep knowledge in one or more areas: Jira & Confluence, AD, Slack, Google Workspace admin, or Zoom admin and event support.
  • •ITIL and/or CompTIA A+ (or relevant professional certifications) are highly desirable, with strong customer service orientation and communication skills.
Experience:3+ years
Skills:Customer service orientationCommunicationIndependent ownershipCollaborative problem-solvingProcess improvement
Certifications:ITILCompTIA A+
Languages:English
Tech Stack:WindowsMacOSEndpoint devicesJiraConfluenceActive Directory (AD)SlackGoogle WorkspaceZoomGoogle Workspace adminAutomated installationCCTVDoor accessHardware troubleshootingNetwork troubleshooting

Company Brief

Delivery Hero
Global online food-ordering and local delivery platform operating multiple regional brands (e.g., Foodpanda, Glovo, Talabat) across 50–70+ countries, supplying food and quick-commerce deliveries via marketplace and logistics services.
Industry: Online Marketplaces
Company Size: Enterprise (1,001+ employees)
Revenue: USD 1B+
Growth: Public Company
Valuation: Public Company (Market Cap in USD)
Funding: IPO / Publicly Listed
Headquarters: Berlin, Germany
Founded: 2011
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