SUPPORT ENGINEER L1

• Must be able to clearly communicate via email, chat and phone with end users and technicians.
• Record, maintain and update issues in the Incident Management system.
• Keep customers informed on the status of their requests.
• Resolution of level one issues - Following knowledgebase articles and procedures.
• Document and submit problem resolutions to the knowledge database in order to assist other Support personnel with problem resolutions.
• Escalate incidents to level2/level3 support.
• Identify recurring issues.

Working shifts:

• 2.00 PM - 11.00 PM and 7.00 AM - 4.00 PM (Vietnam time) (For November - May)
• 1.00 PM - 10.00 PM and 6.00 AM - 3.00 PM (Vietnam time) (For June - October)

• You properly are a potential candidate for this position, if you have:
• Advanced English (in both spoken and written)
• Understanding of the basics of Microsoft Server OS and Linux OS.
• Network basics, such as TCP/IP, Ping, Trace Route.
• Must be customer and detail oriented.
• Be able to work in shifts
• At least one (01) year of technical support or IT desk side support.

Nice to have:

• VMware knowledge.
• Hyper-V knowledge.
• Willingness to learn new tools and technologies and take on new responsibilities as assigned