Niteco Vietnam HN

Overview of job

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