Adnovum

Software Support Engineer (Level 1, English required)

Quận Tân Bình, Hồ Chí Minh

Posted 1 week ago and Job expires in 3 days from now

Linux

IT Support

Windows

What you're going to do

Do you enjoy translating tech talk into clear, helpful support for users? Ready to build your career in a place that values both technical skill and a customer-first mindset? Looking for a role where learning new technologies is part of the job? If so, this opportunity might be the perfect fit for you.

As an software support engineer, you will be responsible for high availability and performance of applications for renowned customers

Responsibilities

Providing 1st level IT support
Initial analysis of request/incident and resolution of simple or standard requests, replying to questions and recommending/implementing workarounds
Logs incidents and service requests and maintains relevant records:
- Identifies and classifies incident types and service interruptions
- Records incidents cataloging them by symptom and resolution
Work collaboratively with other IT personnel to resolve user issues
Applies skills to resolve all technical trouble tickets at the service desk before referring to technical support
Escalates complex problems to the L2/L3 of support as required by documented procedures
Follow up ticket status and close ticket based on L2/L3 team confirmation
Documentation and classification of the required information
Coordination and assurance of resolution of all tickets
Notification of system users on incidents, errors and operational events
Ticket synchronization from and to customer ticket tools
Maintenance of incident statistics
Monthly reports

Requirements

Graduated/Obtained/Possess IT certificate, courses or equivalent
Familiar of IT system, application
Basic understanding of web-based applications, databases, and operating systems (Windows/Linux)
Ability to quickly learn new systems and applications
Strong communication skills in English both verbal and written
Pleasure in dealing with clients
Customer service orientation by providing customer support over phone, chat, email, etc.
Detailed, independently and teamwork, structured and reliable working style as well as logical and analytical thinking.
Good time management skill to handle and escalate incidents in a timely manner
Previous experience using ServiceNow, JSD, JIRA, or any ticketing system is a plus

Benefits

1. Attractive Remuneration Package:

Competitive salary, 13th-month salary, and bonuses (variable bonus, loyalty, referral, etc.)
100% salary and full insurance coverage during the probation period
Premium healthcare plan and additional insurance
14-18 days of paid leave annually

2. Career Development and Learning Opportunities: