Software Support Engineer Level 1, English

As an software support engineer, you will responsible for high availability and performance of applications for renowned customers.
Do you enjoy translating tech talk into clear, helpful support for users? Looking for a role where learning new technologies is part of the job? Ready to build your career in a place that values both technical skill and a customer- first mindset? If so, this opportunity might be the perfect fit for you.
In your daily work, you will:

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

Yêu cầu công việc

To master this job, you should have:

Strong communication skills in English both verbal and written
Previous experience using ServiceNow, JSD, JIRA, or any ticketing system is a plus
Ability to quickly learn new systems and applications
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.
Familiar of IT system, application
Basic understanding of web- based applications, databases, and operating systems (Windows/Linux)
Pleasure in dealing with clients
Good time management skill to handle and escalate incidents in a timely manner
Graduated/Obtained/Possess IT certificate, courses or equivalent

Attractive Remuneration Package:

14- 18 days of paid leave annually
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

Career Development and Learning Opportunities:

Additional learning budget per year for personal development
Mentoring program, internal training, and knowledge sharing
Free English classes with native teachers
Work alongside highly skilled and experienced software engineers

Work- Life Balance and Team Spirit:

Hybrid work model and flexible working hours
Friendly and collaborative atmosphere in a well- equipped, professional IT environment

Cập nhật gần nhất lúc: 2025-08-07 11:05:02