Job Summary
Job description
Overview of job
- Provide application maintenance and support to minimize service disruption and simplify operations.
- Investigate and resolve issues with software applications by diagnosing root causes.
- Support end users for any requests coming from their day to day work.
- To drive customers’ cases successfully resolved within SLA.
- Prioritize support requests while keeping response times in a high-pressure environment.
- Co-operate with development team to implement the releases for the users.
- Conduct application testing, build test scripts, support client application testing, and collect and summarize test data.
- Create and maintain job schedules.
- Produce organized and informative system documentation, including details of application configuration and installation and client infrastructure.
- Contribute to and maintain a knowledge base of previous support issues.
- Create training documentation and give basic training to end users.
- Maintain confidentiality of data and information of projects.
Why You'll Love Working Here
- 13 month salary per year
- Performance bonus (up to 2-month salary)
- Flexible option bonus for good performers & retention bonus for outstanding performers
- Social – Health – Insurance paid fully
- Healthcare: Annual health check-up, Premium Health Insurance (plus 1 slot for your dependent)
- Annual leaves: 14 ~ 18 days
- Clubs program: Football, Badminton, Swimming, Tennis, Rock, Yoga…
- Training courses: Technical skills – Soft skills – English
People are extremely important to us and that’s why we have a clear vision: to make NashTech a great place to work in its sector. We pride ourselves on:
- Professional and Flexible Working Environment
- Great Teamwork
- International Assignments
- WeCare - WeShare - WeDare - WeInnovate Engagement Program
Job Requirement
Your Skills and Experience
- Diploma or Bachelor degree in Computer Science, Information Technology or equivalent.
- IT Infrastructure library (ITIL) Foundation certification.
- 3+ year of hands-on experience in IT application support sector after education and qualifications requirements.
- Competent in at least one operating system platform such as Microsoft, UNIX, Linux, and IIS and networking.
- At least one Microsoft certification in Windows server, networking or SQL server.
- Experience in at least one RDBMS such as SQL Server or Oracle and SQL querying.
- Experience Microsoft Office products such as Microsoft Office, Microsoft Internet Explorer, and Microsoft Project, etc.
- Experience installing, configuring and supporting business applications
- Experience working with business applications with clients from a diversity of cultures.
- Requirement gathering is a plus.
- Understanding SLA/principle of support service; Experience to handle tickets with SLA (Service Level Agreement)
- Experience in Service Request fulfillment, Incident Management, Problem Management, Change Management processes.
- Experience to give acknowledgement, updates and resolution in a timely manner.
- Experience or willing to work on shifts and travel when required.
- 1+ year experience in documenting knowledge base.
- 1+ year experience in interpreting technical documentation for training and end user guideline.
- Comprehensive knowledge and experience in identifying investigating and understanding cause-and-effect relationships between symptoms and their underlying source(s) as well as documenting product related issues.
- Experience using at least one call/ticketing software.
- Good knowledge in problem management tools.
- Ability to create organized informative reports, as well as comprehensive, accurate documentation
- Remarkable presentation and documentation skills
- Experience in mentoring at least one less-experienced support analyst.
- Knowledge in at least two programming language such as .NET/Java/PHP/JS.
- Experience in software development life cycle and RUP or Agile and Scrum software development methodologies
- Good presentation and documentation skills
- Practical customer service, communications skills, active listening, empathy with users, acceptance of ownership, patience and understanding.
- Ability to work independently without close supervision.
- Practical time management skills.
- Ability to participate in multiple projects simultaneously while adhering to tight schedules.
- Quality and process oriented
- Attention to accuracy, clarity and quality of work
Languages
-
English
Speaking: Intermediate - Reading: Intermediate - Writing: Intermediate
Technical Skill
- MS SQL
- MS Office
- ITIL
- Java
- JavaScript
- .NET
- PHP
- Oracle
- Linux
- IIS
- Unix
- RUP
- Acceptance Testing
- Software development
- Networking
- MS Project
- Clarity
- Windows Server
- RDBMS
- Principle
- Less
COMPETENCES
- Documentation
- Organizational Skills
- Presentation Skills
- Scrum
- Working Independently
- Time Management Skills
- Customer Care
- Agile
- Management Skills
- Proactive
- Patience
BUSINESS PROFILE
NashTech has committed to deliver the very best talents, IT solutions and Business Process Services to our international clients in the UK, Europe, Asia Pacific & the US.
s a brand of Harvey Nash Group, NashTech has committed to deliver the very best talents, IT solutions and Business Process Services to our international clients in the UK, Europe, Asia Pacific & the US.
We have over 1,600 software engineers through our development centers in Ho Chi Minh City and Ha Noi, pursuing the highest levels of integrity and quality in providing a unique portfolio of services including:
• Software Development
• Business Process Services (BPS)
• IT Infrastructure & Maintenance
• Communications Technology R&D
WHY NASHTECH:
People are extremely important to us and that’s why we have a clear vision: to make NashTech a great place to work in its sector. We pride ourselves on:
• Professional and Flexible Working Environment
• Great Teamwork
• International Assignments
• WeCare WeShare WeDare WeInnovate Engagement Program