Technical Support Engineer (Shift-based)

* Team scenario:

We are setting up a Support team in Vietnam of 7 members, in which 2 ones will cover each fixed shift to ensure our 24/7 service globally. The team reports directly to their Support Manager based in Ho Chi Minh City.

There are 3 fixed working shifts as below:

- Shift 1: 07:00 AM - 04:00 PM

- Shift 2: 03:00 PM - 00:00 AM

- Shift 3: 11:00 PM - 08:00 AM

The Engineer works 5 days - 40 hours/ week, including weekend and national holidays with the specifically assigned working schedule by the Manager.

Due to the importance of keeping professionalism and trust with our partners/customers, we expect to recruit the candidates who can work long-term and commit their confirmed shifts.

Note: In the resume, please kindly mention clearly which working shift you would like to apply for.

* Main tasks and responsibilities:

The Technical Support Engineer participates in the maintenance stage of a portal application in operational condition, from end to end in compliance with Service Level Agreements.

The main missions will include but not be limited to:

- Take charge of incidents and requests; process and monitor them until they are completed

- Analyze the root causes of the interrupted or degraded service; solve/ communicate with level 3 support teams

- Resolve the major or recurring incident problems

- Monitor the application (alert and performance)

- Coordinate with other teams in connection with the portal (key-user, support, build, project ...)

- Communicate the state of the service on incident and operation

- Ensure the proper execution of operational tasks

- Write post incident reviews following major incidents and deliver reliable actions

- Report the changes to the Change Advisory Board (CAB)

- Proactively initiate the ideas, actions to improve the quality of the service

- Update the portal documentation and transmit knowledge to the level 1 support teams (help-desk & monitoring)

* Skills & Required knowledge

- Good knowledge of Microsoft Azure, Information Technology Infrastructure Library (ITIL) methodology

- Experienced in using one of the tools: ITSM, Azure monitoring, AppInsights

- Good knowledge of cloud services, micro-services, network and concept of application architecture (flow, network equipment, esb, API...)

* Language:

- Fluent in English, both written and spoken

- French is a plus

* Professional background

- 2+ years of experience in similar role (technical support engineer, application administrator)

- Cloud Azure and Kafka knowledge and/or certifications are advantageous.

* Reporting line

Direct reporting to Support Manager based in Ho Chi Minh City