TopDev

(HN) Application Management Engineer

Niteco Vietnam Co., Ltd

Hanoi Head Office: 14 Floor, C-Land Building, Việt Nam, 156 Xã Đàn II, Phường Nam Đồng, Quận Đống Đa, Thành phố Hà Nội
Job Description
About Company

This role provides first point of contact for Clients seeking technical assistance and support in maintaning their websites and system. 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.

Technical tasks:

  • 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, specialisation 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 (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
    Others
  • Take initiative in self-improvement for professional and personal excellence

Your skills & qualifications

Language: English competencies at level Conversational

Education background:

  • Bachelor of IT, Computer Science or relevant field
  • Microsoft Certification or similar industry certification/qualification is highly regarded
    Working experience
  • 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 desk (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 manangement
  • Ability to diagnose and resolve basic technical issues
  • Experience of working successfully in a team

Soft skills:

  • Analytical skills and the ability to identify creative and possible solutions
  • Logical thinking and problem-solving skills
  • 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

Attitudes:

  • High sense of responsibility
  • Willingness to learn and share continuously
  • Creative, innovative, and strive for continuous improvement
  • Motivated in delivering top quality work

We thank all applicants for your interest in this role, however please note that only those candidates selected for interviews will be contacted.

Benefits for you

  • Competitive benefit package
  • Aon Premium healthcare insurance for all employees
  • Multiple technical and non-technical training sessions

Company

Niteco Vietnam Co., Ltd

Industry

Software

Company size

100-499

Nationality

Sweden

About us

General information