This role provides first point of contact for Clients seeking technical assistance and support in maintaining their websites and system. The role must be able to work night shift, be able to perform remote troubleshooting through diagnostic techniques and determine the best solution or escalate based on the issue and details provided. Good communication skills, teamwork, customer centric focus and the ability to work in a fast-paced environment is required.
The main responsibilities of the Application Management Engineer include:
Provides incident & problem management services for resolving customer technical issues on enterprise environment particularly production webserver, application and infrastructure
Acts as first point of contact for customer technical issues and manages & troubleshoots issues on website/storage/server/virtual environments based on vendor best practice processes and industry standards
Will be responsible for monitoring and managing a number of customers’ environments across storage and server hardware & operating system software (including Windows, UNIX and Virtualised environments)
Manages escalated infrastructure support issues, coordinates communications with third parties (EpiServer, Avensia Storefront, Azure Cloud, etc) to resolve complex issues and escalating to senior support teams as required
Participates in managing customer change requests and problem ticket resolution
Provides periodic environment reviews and suggestions for enhancement of services or resiliency of environments
Works with Service Delivery Managers to propose enhancements to client's environment in order to optimize production server monitoring
Keeps current with manufacturer technical certifications, specialization exams, and licenses
Documents procedures for Operations teams
Supports and conducts self in a manner consistent with customer service expectations
Able to work in 3 different shifts with regular rotation
Day shift: from 6:00 AM to 2:30 PM
Evening shift: from 2:00 PM to 10:30 PM
Night shift: from 10:00 PM to 6:30 AM
Quality improvement tasks
Take initiative in improving on reporting, processes, workflow and client outcomes
Identify possible risks throughout the process and properly communicate to related superiors for solutions
Study and share new techniques, practice, tools and share for team members
Take initiative in self-improvement for professional and personal excellence
Bachelor of IT, Computer Science or relevant field
Microsoft Certification or similar industry certification/qualification is highly regarded
Experience working in a customer support environment - phone, email, chat support
Good customer service skills with ability to effectively deal with customer enquiries within a timely manner
Understanding of a service/help desk and incident management system
Expertise knowledge & experience
E-commerce awareness. Technical experience in using computer applications and tools
Good understanding of computer systems, mobile devices and website management
Ability to diagnose and resolve basic technical issues
Analytical skills and the ability to identify creative and possible solutions
Good Logical thinking and problem-solving skills
Good communication skills (in English and Vietnamese)
The ability to work well in a team and individually
The ability to adapt to changing situations, be focused on delivery while ensuring quality
The ability to work under pressure and to tight deadlines
High sense of responsibility
Willingness to learn and share continuously
Creative, innovative, and strive for continuous improvement
Motivated in delivering top quality work
Thông tin khác
Highly competitive remuneration package: attractive monthly salary and allowances, 13th month salary, additional performance bonus, high public holiday bonuses, and birthday gift, employee service award up to $1,000 for employees with 3+ years.
Attractive AON healthcare coverage including health and accident insurance in addition to basic insurances regulated by the Labor Code. Luxury company summer vacation and team-building budget.
Opportunities to work onsite for international projects in Sweden, Australia, UK, USA, etc.
Organized training and full support in building your career.
English-speaking, international and professional work environment: working with expatriates from a number of countries, state of the art working space with a wonderful view over the city skyline, modern facilities include computer dual 23.5” screens running recent versions of Windows 10 enterprise, MS Office 2019 professional, Visual Studio, and SQL Server, work station with 16 GB Ram, 256 GB SSD.
Western management style that is professional, dynamic, open minded, creative, supportive, friendly and encouraging feedback.
Company Management that regularly communicates Company’s strategy, development plan and new opportunities to employees.
Employee and family are engaged and taken care by the company via Trade Union activities.
Diversified social and charity activities often organized by NICEF - Niteco Charity Engagement Foundation to create opportunities for our young employees to raise funds and help people with difficulties in Vietnam.
Physical care environment where you are taken care, feeling relaxed and enjoying lots of leisure activities such as badminton, ping pong, football, table football, dancing, running, cycling, cinema, etc.
Attractive salary package
Premium healthcare package
Multiple technical and non-technical training
Nơi làm việc
14th Floor, CLand Tower, 156 Xa Dan II, Dong Da, Ha Noi
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