Technical Support Engineer

What will you be doing?

As a technical support Engineer, you provide Level 1 and Level 2 Support to existing clients, serve as a primary contact to identify, troubleshoot and to provide resolutions to the reported issues. Your job is to work closely with R&D Team by conducting preliminary investigations i.e., replicating the reported issues raised and communicate to the support software engineers and Quality assurance engineers of your findings to facilitate in bug fixing.

Your responsibilities will include:

Being a representative for project-specific customer technical inquiries and issues that you will take ownership and bring resolution.
Ensure customer satisfaction in Project Support and Maintenance
Collect information and perform deep-dive analysis, diagnosis, and troubleshooting
Commit to SLA for response and resolution, troubleshoot and perform root cause analysis of technical issues
Manages the status of issues raised and ensure they are resolved effectively in a timely manner.
Continually evaluate existing processes to streamline and enhance customer support activities.
Manage and keep tracks of change requests, bug fixes status and system updates deployments documentations.
Prepare weekly statistic reports and able to present professionally in the weekly progress meetings with clients.
Prepare and keep track of user manuals documentation and versions as well as release notes for upcoming enhancement releases.
Conduct training / hand-holding sessions with users and to guide them to troubleshoot the system to resolve software issues or problems
Generate reports and write documentation, e.g. maintenance guide, monthly case report

5-day workweek, Saturdays and Sundays off
Young & vibrant working environment with great career development opportunities
Provide adequate equipment to support work.
Social insurance, medical insurance, unemployment insurance, are based on actual salary
Probation: Receive 100% salary.
Competitive salary, negotiable during the interview process.
Regular team-building events & internal activities.

Min Diploma in Information Technology/Computer Science/ Computer Engineering
Preferably > 1 year experience in IT Industry managing large-scale applications support
Strong technical development background and experience with full project lifecycle.
Pro-active, customer-focused, and comfortable dealing with clients/vendors directly.
Excellent communication skills and the ability to interact professionally with a diverse group, executives, managers, and subject matter experts.
Highly energetic, motivated team player, able to work under tight timelines and pressure to participate in digital transformation journey
Good interpersonal skills, resourceful, take ownership
Organized, meticulous, and able to work independently
Strong analytical and troubleshooting skills
Delivered B2B services effectively and efficiently, aware of service management preferred.
Preference given to vendor–based software delivery experiences.
Experience in Software Development and Microsoft SQL Server will be an advantage
Able to converse with mandarin speaking clients.

- CV (requires a formal photo)
- CCCD (notarized copy)
- Personal resume
- Health certificate (Not more than 6 months)
- Relevant qualifications (notarized copy)

- Đà Nẵng: 2F Vinh Trung Plaza, No. 255-257 Hung Vuong, Vinh Trung, Thanh Khê
- Hà Nội: Tầng 4, Artemis, Số 3 Lê Trọng Tấn, Phương Liệt, Thanh Xuân