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Technical Support Engineer (Shift-based)

Technical Support Engineer (Shift-based)

NGÀNH NGHỀ : Cơ khí / Kỹ thuật

Hồ Chí Minh

  Hạn nộp hồ sơ : 05/02/2021

Số lượng : 7 Số lượt xem : 260

Tin đã hết hạn

Hình thức làm việc

Full time

Giới tính

Không yêu cầu

Cấp bậc

Nhân viên

Kinh nghiệm

Không yêu cầu

Mức lương

Thỏa thuận

Mô tả công việc

* 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

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