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Application Management Engineer
This role provides technical support contact for Clients seeking technical assistance in maintaining their websites and software systems. The role must be able to work the night shift (if required), 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, basic programming skills, teamwork, customer-centric focus and the ability to work in a fast-paced environment are required.
The main responsibilities of the Application Management Engineer include:
Acts as the 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
Be able to reproduce the reported problems, self-investigate the root cause and troubleshoot the issue, or coordinate and follow-up with related stakeholders, and deliver excellent communication until the problem is resolved
Provides proactive incident management services and incident reports for monitoring and resolving customer technical issues in enterprise environment particularly production web server, application, and infrastructure
Be responsible for managing a number of customers environments across multiple platforms (including Windows, Linux 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
Be able to work with the development teams to troubleshoot and be able to assist the developers (if required) with website set up, scheduling cron-jobs, database operations, analysing logging information, deployment, and so on
Participates in managing customer change requests and problem ticket resolution
Provides periodic performance reviews and suggestions for improvement of the websites/systems using a predefined set of tools
Provides periodic environment reviews and suggestions for enhancement of monitoring and incident management services or resiliency of environments
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
High sense of responsibility
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
E-commerce awareness and CMS experience is a plus
Be able to debug the source code or simulate the integration workflows to find the root cause is an advantage
Good knowledge of software development lifecycle, development methodologies, project management, and change management is a plus
Having good Dev/Ops and CI/CD or IT automation skills is a plus
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
Willingness to learn and share continuously
Creative, innovative, and strive for continuous improvement
Motivated in delivering top quality work
BENEFITS AND WORKING ENVIRONMENT
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 a 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 24 screens running latest versions of Windows 11 Enterprise, MS Office 365, Team, latest version of Visual Studio, and SQL Server, Dell OptiPlex Workstation with 32 GB Ram, 512GB NVMe SSD.
Western management style that is professional, dynamic, open minded, creative, supportive, friendly and encouraging feedback.
Company Management that regularly communicates Companys 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.
My first impression of Niteco is the company's 24/7 room, which looks very modern and professional. Despite having to work from home due to Covid pandemic, I see that the company has been operating smoothly. As an employee, I also feel comfortable when working, not being affected too much.
Nguyen Phuong Thuy
I joined Niteco just a few days before the lockdown in Hanoi. Therefore, I was really nervous as I hadn't undergone all the training as usual then we started working from home. However, I've been received considerable support from co-workers. For anything I didn't understand, I could comfortably raise the questions and they'd give me detailed answers. Additionally, I've been passed on some useful advice on how to do my work more effectively. I can't wait to go back to office and meet everyone in person!
Trần Hoàng Vân
Content Publisher Executive
I think Niteco is a good environment to strive for, especially to young
people who want to develop themselves in the IT industry. The company opens with many opportunities, provides frequently upgraded equipment. Moreover, managers are cute and friendly, too. All in all, it's well worth dedicating yourselves here.
Manh Quang Nguyen
So far, what I like about Niteco is the comfortable and dynamic
working environment, especially the very friendly and kind
colleagues. The whole team usually takes a break during the day, and everyone really enjoys it and responds to it enthusiastically.
Duy Khuong Nguyen
At Niteco, especially the Marketing department, there's been a rule that we have to remember the birthdays of all members. Then on their birthday, he/she will be secretly celebrated by the whole dept. At first, I thought it was pretense, but it's not. This rule creates a warm and close atmosphere among the members.
Duy Trong Nguyen
Working environment and people are two things I like at Niteco.
Here is a professional working environment with great employee benefits. People are friendly, supportive, and dedicated to their work.
Lam Vu Cao
One of my favorite things about Niteco is its pantries. These place not only help people fill in their empty stomachs then boost their energy, but also are familiar spaces to create connections for all employees to get closer.