We are, iTechwx, established in mid-2022, with over 700 employees across 3 offices within Ho Chi Minh City and 1 office in Ha Noi City. iTechwx dedicates the One-Stop Digital Transformation Service to our customers. Renowned for delivering premium IT outsourcing services exclusively tailored for Microsoft clients for 4 products: Microsoft Dynamics 365, Microsoft Azure, Microsoft Windows Commercial, and Microsoft Office 365.

Are you passionate about helping others and have a deep understanding of Microsoft Office 365?

We're seeking a talented Technical Support Engineer to join our growing team! In this role, you'll leverage your expertise in Microsoft Office 365 (M365) to troubleshoot and resolve customer issues, ensuring a smooth and successful user experience.

Responsibilities

Review issues and contact customers to understand technical issues. Ensures customers stay informed as to the status/solution of their issue. Utilizes troubleshooting tools (e.g., event logs, and performance traces) to help resolve customer issues.
Resolves or escalates multiple and varied customer issues. Documents technical work and research.
Analyzes problems and develops solutions for customer needs using log analysis and other proprietary tools.
Collaborates on cross-team and cross-product technical issues by working with resources from other groups as needed to resolve moderately complex customer issues.
Attends readiness training and non-technical training to ensure that they become proficient in support topics. Product/Process Improvement
Provides feedback to improve products to more senior engineers or technical advisors.
Identifies potential defects and escalates to more senior engineers to resolve.
Uses automated tools to deliver solutions for a wide range of issues.
Provides feedback on how to improve automated tools.
Attends case triage meetings or case discussions to collaborate and share ideas to resolve problems.

Requirements

Communication & Interpersonal Skills:

Advanced English proficiency (equivalent to IELTS 6.5 or higher).
Outstanding customer service skills, emphasizing empathy, patience, and active listening.

Professional Attributes:

Passion for technology and a desire to learn and grow within the IT industry.
Strong problem-solving and analytical skills.
Ability to work independently and as part of a team.
Adaptability and flexibility to work in a fast-paced environment.

Shift Availability: Available to work rotating shifts from 6AM-10PM determined by the manager.

Working day: 5 shifts per week, and 2 flexible days off. Willing to work during Tet and holidays assigned by the manager.

Benefits

Salary at 100% during the probationary period.
90% contribution of the gross salary to social insurance.
An employee who works at night (10 PM-6 AM) will be paid an additional amount of 30% of the normal salary + PVI insurance + 500,000 VND food allowance.
20 days leave (12 days of annual leave and 8 days of sick leave)
Full working equipment will be provided.
Annual Health Checkup for employees who have worked for at least 6 months from the date of signing the official labor contract.
Activities: Birthday party, Employee engagement activities.

We are iTechwx, established in mid-2022, with a dedicated team of 500-1000 employees operating across Ho Chi Minh City and Ha Noi City. We are also strategically planning to expand our presence to other regions within Vietnam in the near future. iTechwx dedicates the One-Stop Digital Transformation Service to our customers. Renowned for delivering premium IT outsourcing services exclusively tailored for Microsoft clients for 4 products: Microsoft Dynamics 365, Microsoft Azure, Microsoft Windows Commercial, Microsoft Office 365.

Our culture is built on the pillars of accountability, passion, and professionalism. With these principles at the heart of everything we do, they are deeply embedded in every aspect of our operations, influencing how we cultivate talent and engage with our customers.

Accountability ensures that our team members remain responsible and dependable. Passion drives our commitment to excellence and continuous improvement. Professionalism guides our conduct, ensuring integrity and respect in all interactions.

Together, these principles shape us - iTechwx