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Tiện ích
Cẩm nang
Technical Support Engineer (Shift-based)
Công Ty TNHH MTV EKINO VIETNAM644
Hạn nộp hồ sơ :
05/02/2021
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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Ngày đăng tin
06/01/2021
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