This role provides technical support for Clients networks, websites and systems. The role must be able to work 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, teamwork, customer centric focus and the ability to work in a fast paced environment is required.
Provide support to customer over the phone, email or chat and resolve their technical problems / requests in a timely manner
Responsible for handling and troubleshooting client’s networks and systems - via phone, email, chat and remote
Follow standard Service Desk process - accurately log requests and incidents using the Incident Management tool
Manage open requests, incidents and escalate as required
Maintain the customer servers, network configuration in all Staging, UAT, PROD environment
Resolves infrastructure, server, network issues raised by the Customers or Service Desk Team
Able to work in 3 different shifts (if required) with monthly rotation
• Day shift – from 6:00 AM to 2:30 PM (5 days a week)
• Evening shift – from 2:00 PM to 10:30 PM (5 days a week)
• Night shift – from 10:00 PM to 6:30 AM (5 days a week)
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
Actively take part in Company activities as a leader to contribute building up Niteco's culture
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
Experience supporting server operating system
Virtualisation/Cloud management (Azure, Amazon Web Services or Google Cloud)
Backup Disaster Recovery
VMware and Hyper-V
Networking, firewalls configuration
Active Directory/Security Structure
Previous experience working in a managed service role is highly regarded
Experience of working successfully in a team
English competencies at level: Conversational
Excellent analytical skills and the ability to identify creative and possible solutions
Good logical thinking and problem-solving skills
Experienced communication skills
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
BENEFITS AND WORKING ENVIRONMENT:
Highly competitive remuneration package: attractive monthly salary with full base salary for Social, Health and Unemployment Insurance contribution and allowance for employees having children under 03 years old, 13th month salary, and additional performance bonus for top performers, 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. Annual company summer vacation and team-building budget.
Potential opportunities for onsite work for international projects abroad.
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 23.5” screens running recent versions of Windows 10, MS Office 2016, and Visual Studio, work station with 16 GB Ram, 256 GB SSD.
Western management style: professional, dynamic, open minded, creative, supportive, friendly, and encouraged for feedback.
Company Management that regularly communicates Company’s strategy, development plan and new opportunities to employees.
An active workplace with lots of out of work activities provided by the company and the Trade Union.
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 clubs such like badminton, ping pong, football, dancing, etc.
To apply, please submit the following information:
Job Application Letter with “System Engineer” in the subject line.
Updated CV in English, including your contact e-mail, phone number and salary expectations.
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