In the concept of “outsiders” in the Information Technology industry, perhaps it is simply that with hardware and software websites… But when you step inside the world In the world of IT, we will see this as a giant machine with many detailed components.
Here ITO (Information Technology Outsourcing) Also known as IT Support, it is considered an indispensable link in that giant machine. It can be simply understood that ITO is a support service that helps all machine operations run as smoothly as possible.
Contact with Giang Le – Operations Manager at Tek Experts has helped me see more clearly the many colors in the panorama of stories that many people do not fully understand.
Giang Le – Can you briefly introduce ITO’s work?
These Large corporations with millions of customers around the world always face many technical errors related to customer experience.
To focus on their main work, they need a third party to participate in operating and maintaining the system, handling technical software errors, taking care of and answering questions from customers… Those third parties are ITO service providers.
Currently I am working at Tek Experts – a multinational company in the field of ITO and Professional Services partners. are “big” corporations in the world IT industry. The task of an IT support person is to help customers’ complex software systems operate smoothly and effectively.
With the nature of operational support By doing so, one can imagine that the work of ITO workers touches many different areas of expertise from networking, data base, security to cloud computing.. Therefore, engineers in the field of IT support will also have to be experts in the areas they are responsible for.
This is completely different from other positions. software development when you only need to have a clear understanding of a specific skill set like PHP Java .Net to be able to fulfill your role. But we need a more general knowledge and must master expertise in each area.
That said, it can be understood that ITO is also a large world with many fields. So where is your starting point and what is the specific direction in the ITO industry?
This issue depends on Each company’s human resources structure will have its own characteristics. However, at Tek Experts you can imagine that the job will consist of 3 very basic main branches.
– Pure technical direction: can be divided into levels as Technical Support Engineer Level 1 to 3 and then is the highest Technical Lead Subject Matter Expert.
– Business enablement: after understanding and mastering the job Technical Support Engineer you can develop in the direction of Training or Quality Assurance (QA – Quality Assurance).
– Administration direction (management): management positions starting from Service Delivery Manager Team Manager to Section Manager Operation Manager.
You don’t necessarily have to be a good person with extensive professional knowledge from the beginning, but what you need is Especially with an enthusiastic attitude towards work and good foreign language, you will have a 70-80% chance of success at Tek Experts VietNam.
Me and Colleagues all grow up in this environment from the company’s training courses. You may not believe it, but when I first joined here, I only held the role of a Level 1 engineer, and now I have the role of Operations Manager.
Every job will have difficulties and advantages that go hand in hand, so what is this problem for someone working in the ITO field?
That’s right! This job has really brought me many interesting and memorable experiences. Imagine a flight due to a technical error losing contact with a ground air traffic station and you are the one directly handling that problem. How would it feel if you knew you helped prevent a lot of damage to people and property that could otherwise be caused?
Or like being “poked” ” into the system of global banking multinational corporations. I believe that feeling is always great for anyone in the IT industry in general and ITO in particular…
That’s the pink part and the job Each has its own unique pressures. Working in the service industry, of course, you have to please “god”. There will be tough cases with difficult customers, so you have to be on duty for a long time and train yourself to have endurance, perseverance and endurance. At this time, the job requires you to have other soft skills such as communication… while this is not the strong point of technical people.
So What do you think about the future of ITO in Vietnam?
Currently, the Vietnamese market has been and is a golden land for for large corporations in the world to invest and develop. Vietnam has surpassed China to become Japan’s largest software outsourcing partner, ranking 5th among attractive emerging markets. So I believe in a bright prospect with strong developments in the IT industry in our country.
And many people also ask me about whether the work I’m doing is boring or not? Is it dry or is creativity in this industry used as much as software development?…
Really “innovative” “Creation” or “innovation” depends a lot on your proactive attitude and problem-solving mindset, not on the specifics of the job. Software developers have a good mindset. Simply “copying” “cloning” existing products on the market is not creative.
On the contrary, IT support people always try their best Experimenting to find optimal solutions in error handling to save customers time, effort and money is creativity.
Yes After more than 7 years of pursuing this job, I always feel like every day is a completely new challenge, a new milestone, my knowledge and communication ability are constantly sharpened, but the most important thing is that I always have Isn’t the feeling of helping others every day and receiving appreciation from them a great joy?
Find out more information. Tek Experts Vietnam company here: https://www.tek-experts.com/vi-vn
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