IT Support Analyst – Level 1 to Level 3

Job description

Company: Nexnode (Melbourne, Australia)
Location: Ho Chi Minh City, Vietnam
Employment Type: Full-time, Remote
Seniority: Level 1 to Level 3 Support
Reporting to: Director, Nexnode

About Nexnode

Nexnode is a growing IT services and technology solutions company delivering reliable, secure, and scalable support to business clients. We work across modern cloud platforms, Microsoft technologies, networking, collaboration systems, and infrastructure environments.

We are now looking for a capable and customer-focused IT Support Analyst to join our team. This role is suitable for someone with strong technical foundations, excellent communication skills, and a passion for solving problems in a professional IT support environment.

Job Description

As an IT Support Analyst, you will provide Level 1 to Level 3 technical support across user devices, Microsoft 365, Azure, networking, collaboration tools, and cloud-based environments. You will work directly with internal teams and clients to troubleshoot issues, support infrastructure, and ensure high-quality service delivery.

This role requires strong English communication skills, a proactive attitude, and the ability to manage support requests professionally from diagnosis through to resolution.

Key Responsibilities

• Provide Level 1, Level 2, and Level 3 IT and desktop support to users across various industries.
• Troubleshoot and resolve issues across Microsoft 365 suite, Azure, Intune, Windows Server OS.
• Configure and troubleshoot issues with VMware systems.
• Support user account management, licensing, permissions, MFA, and security configuration.
• Assist with Microsoft Azure administration, including Entra ID, users, groups, policies, and basic cloud infrastructure tasks.
• Configure, troubleshoot, and support Cisco networking and collaboration solutions.
• Support Cisco Meraki environments, including wireless, switching, security appliances, and cloud dashboard management.
• Assist with Cisco UCS and server infrastructure support where required.
• Manage tickets, document solutions, and communicate clearly with stakeholders.
• Escalate complex issues when required while maintaining ownership and follow-up.
• Support onboarding and offboarding processes for users.
• Contribute to IT documentation, process improvements, and service quality initiatives.

Working Environment

At Nexnode, we value reliability, accountability, and continuous improvement. We are looking for someone who takes ownership of their work, communicates clearly, and enjoys helping people solve technical problems.

This is an excellent opportunity for an IT professional in Vietnam who wants to develop their career in a practical, hands-on support role across cloud, networking, and business technology environments.

Device Requirements

You will need to use your own laptop to start with. A sign on bonus will be provided towards a new laptop if necessary.

How to Apply

Please submit your CV in English, including details of your experience with Microsoft 365, Azure, Cisco technologies, and previous IT support roles.

Your skills and experience

• At least 2 years of experience in a similar IT support, helpdesk, systems support, or managed services role.
• Bachelor’s degree or higher in Information Technology, Computer Science, Networking, Cybersecurity, or a related field.
• Fluent English communication skills, both written and spoken.
• Strong experience with Microsoft 365, including Exchange Online, Teams, SharePoint, OneDrive, Intune and admin portals.
• Experience with Microsoft Azure and Microsoft Entra ID.
• Strong Experience with Microsoft Server Operating Systems and Active Directory.
• Good understanding of Windows and MAC operating systems, endpoint support, and general IT troubleshooting.
• Experience with Cisco networking technologies.
• Experience with Cisco collaboration (Webex) solutions is highly regarded.
• Experience with Cisco Meraki is highly regarded.
• Experience with Cisco UCS, VMware or server infrastructure is an advantage.
• Strong problem-solving skills and attention to detail.
• Professional attitude with a strong customer-service mindset.
• Ability to work independently and as part of a team.

Nice to Have

• Experience working for a Managed Service Provider or IT services company.
• Microsoft certifications such as MD-102, AZ-700, AZ-305, AZ-104, or similar.
• Cisco certifications such as CCNA or equivalent.
• Experience with IT ticketing systems, remote monitoring tools (ninjaone), and documentation platforms.
• Understanding of cybersecurity best practices, MFA, conditional access, endpoint protection, and backup solutions.

Why you'll love working here

• Work directly with modern Microsoft, Azure, Cisco, and cloud technologies.
• Opportunity to grow into Level 3, systems, cloud, or network engineering roles.
• Professional working environment with exposure to international clients.
• Supportive leadership and clear career development opportunities.
• A role where your technical skills and communication ability will be genuinely valued.