Address: District 1, HCM

Working mode: Hybrid

Time: Mon- Fri, 9am-6pm

Key Responsibilities

Assist in deploying and configuring Xilnex Products for new and existing clients under supervision.
Perform guided remote and onsite system setup including basic menu creation, user account setup, and receipt configuration.
Support go-live activities and verify system readiness before handover.

Set up and configure hardware as required to ensure smooth operation of Xilnex Products, with guidance from a senior colleague.
Assist with hardware delivery to clients locally and ensure complete functional installation.
Dismantle, re-configure, or replace hardware as instructed.

Assist in setting up standard integrations including GrabFood, Foodpanda, Shopee Food, and credit card terminal protocols under supervision.
Perform basic integration testing and flag issues to the Team Leader or senior specialist.

Handle low-complexity support tasks within agreed SLA timelines.
Provide remote and onsite troubleshooting on guided cases.
Maintain troubleshooting knowledge base entries and post-deployment handover notes as directed.
Escalate unresolved issues or those exceeding SLA thresholds to the Team Leader or Project Manager, with a clear summary of steps taken and current status.

Assist in conducting system training sessions covering Xilnex Products for end users.
Produce training recordings for knowledge retention where required.
Gather post-training and post-go-live feedback from clients and relay findings to the Team Leader or Project Manager.
Update the project tracker upon task completion, including status, outcome, and any follow-up actions required.

Assist in setting up product demonstrations including hardware preparation and system pre-loading.
Assist in setting up POC environments with test data, hardware, and configured workflows as directed.

Provide onsite or online standby support during go-live dates under the direction of a senior specialist or Team Leader.
Assist the primary contact in resolving client-facing technical issues during launch windows.

Assist in specialized mall deployments including basic POS checks and version verification under supervision.

Requirements

Diploma or Degree in Information Technology, Computer Science, or a related field.
0–2 years of experience in IT support, system implementation, or technical operations.
Familiarity with POS systems, retail or F&B operations technology is an advantage.
Hands-on exposure to hardware configuration (printers, terminals, network devices).
Willingness to travel for onsite assignments within Vietnam.
Availability for standby shifts during client go-live events, including evenings or weekends.
Able to work in fast-paced, client-facing environments.

Benefits

Technical Implementation Specialist

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