Company Description

About Grab and Our Workplace

Grab is Southeast Asia's leading superapp. From getting your favourite meals delivered to helping you manage your finances and getting around town hassle-free, we've got your back with everything. In Grab, purpose gives us joy and habits build excellence, while harnessing the power of Technology and AI to deliver the mission of driving Southeast Asia forward by economically empowering everyone, with heart, hunger, honour, and humility.

Job Description

Get to Know the Team

Grabber Technology Solutions (GTS) strives to be a technology leader providing predictive and seamless experiences to all Grab employees (Grabbers). We are looking for individuals who share our customer-centric and values to join our growing team.

You will report to the Support Manager.

You will work onsite and office location will be based in Vietnam

Get to Know the Role 

The Senior EUC L2 Support Engineer plays a critical role in ensuring the stability, performance, and security of network infrastructure while maintaining the support other IT services, including Cloud Server and Contact Center Telephony (Voice). Additionally, you will be a backup to the IT Country Manager during extended absences, ensuring continuity in IT operations

The Critical Tasks You Will Perform

Network & IT Services Support & Incident Resolution:

• Resolve complex network and IT service issues, ensuring minimal disruption to business operations.
• Provide L2 support for network infrastructure, including switches, routers, firewalls, VPNs, and wireless systems.
• Troubleshoot and resolve connectivity issues, including LAN/WAN performance problems, security concerns, and VoIP-related issues.
• Support additional IT services such as Cloud Server management and Contact Center Telephony (Voice), assisting in troubleshooting, configuration, and performance optimization.
• Coordinate with vendors, service providers, and our teams to escalate and resolve critical issues.
• Apply workarounds and permanent solutions to restore IT services, ensuring compliance with IT service management (ITSM) best practices.
• Maintain detailed records of incidents, resolutions, and cause analyses to improve problem management and service delivery.

Performance Monitoring & Optimization:

• Monitor network and IT system performance, including availability, throughput, and resource use.
• Identify and address performance bottlenecks and security vulnerabilities.
• Analyze trends and provide recommendations to improve system efficiency.

System Health Checks & Preventive Maintenance:

• Conduct regular assessments to verify system security, performance, and capacity compliance.
• Develop proactive maintenance plans to reduce potential issues.
• Implement countermeasures based on assessment findings to enhance system reliability.

Report & Documentation:

• Report on network and IT service performance, incidents, and resource use.
• Create periodic reports for partners, outlining main insights and action plans.
• Maintain accurate and up-to-date documentation for IT infrastructure and processes.

CMDB Compliance & Data Accuracy:

• Ensure accurate CMDB (Configuration Management Database) updates and compliance with data management standards.
• Maintain up-to-date records of IT assets, configurations, and relationships.

Cross-Functional IT Support & Leadership:

• Provide support for End User Computing (EUC), including troubleshooting desktops, laptops, and mobile devices.
• Manage user accounts, permissions, and security policies.
• Be a backup for the IT Country Manager, ensuring a smooth IT operations during their absence.
• Participate in IT projects, initiatives, and training programs to enhance team capabilities.

Qualifications

What Essential Skills You Will Need

• Bachelor degree in IT/Network major
• At least 5 years of experience in network support and IT service management.
• For diagnosing network and IT system issues.
• Familiarity with cloud services, telephony solutions, and IT infrastructure.
• Manage and document incidents, changes, and performance analytics.
• Leadership capability to act as a secondary IT management.
• Have at least one professional network certification issued by an industry-recognized vendor, demonstrating advanced skills in networking concepts, protocols, and technologies.

Additional Information

Life at Grab

We care about your well-being at Grab, here are some of the global benefits we offer:

• We have your back with Term Life Insurance and comprehensive Medical Insurance.
• With GrabFlex, create a benefits package that suits your needs and aspirations.
• Celebrate moments that matter in life with loved ones through Parental and Birthday leave, and give back to your communities through Love-all-Serve-all (LASA) volunteering leave
• We have a confidential Grabber Assistance Programme to guide and uplift you and your loved ones through life's challenges.
• Balancing personal commitments and life's demands are made easier with our FlexWork arrangements such as differentiated hours

What We Stand For at Grab

We are committed to building an inclusive and equitable workplace that enables diverse Grabbers to grow and perform at their best. As an equal opportunity employer, we consider all candidates fairly and equally regardless of nationality, ethnicity, religion, age, gender identity, sexual orientation, family commitments, physical and mental impairments or disabilities, and other attributes that make them unique.