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Tìm công việc

Technical Support Engineer (L2), VNG Solutions

OfficialTechIT24-Solution-1638
locationtp.hồ chí minh
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Mô tả công việc

  • Troubleshoot and diagnose technical problems with business applications.
  • Provide clear and concise instructions to customers to resolve technical issues.
  • Ensure the response time and successful resolution of customer issues within the imposed timeframe as per Service Level Agreement (SLA).
  • Escalate complex issues to senior technicians when necessary.
  • Maintain a positive and professional demeanor when interacting with customers.
  • Stay up-to-date on the latest technology trends and advancements.
  • Document technical issues and solutions for future reference.
  • Contribute to the development and improvement of team’s knowledge base.
  • Ability to provide training, knowledge transfer and support to other team members

Yêu cầu

  • Minimum of 2+ years of hands-on experience in a technical support role.
  • Good analytical, problem-solving and troubleshooting skills.
  • Good sense of customer service, quality and process-oriented.
  • Good English communication (CEFR B1/IELTS 5.0/TOEIC 780 or above) and interpersonal skills.
  • Ability to communicate technical information in a non-technical language to users on both spoken and written;
  • Ability to work independently and as part of a team.
  • Capable and willing to work shifts, provide on-call support, go on-site or travel when required.
  • Proficient in Microsoft Office Suite (Word, Excel, PowerPoint).
  • Experience using with at least one ticketing system.
  • Experience with enterprise applications relevant to our industry is a plus.
  • Familiar with software development life cycle (RUP, Agile, Scrum..) is a plus.
  • Have foundation technical skill aligns with the need of the current open AMS positions like scripting (PowerShell, Python, JavaScript…), RDBMS/SQL query (SQL server, Oracle…), etc. is a plus.
  • Understanding ITIL framework or principle of support service and experience in handling tickets within the SLAs.