Software Support Engineer (L1, English required)

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 responsible for high availability and performance of applications for renowned customers.
In your daily work, you will

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:
Records incidents cataloging them by symptom and resolution
Identifies and classifies incident types and service interruptions
Maintenance of incident statistics
Notification of system users on incidents, errors and operational events
Documentation and classification of the required information
Monthly reports
Escalates complex problems to the L2/L3 of support as required by documented procedures
Applies skills to resolve all technical trouble tickets at the service desk before referring to technical support
Ticket synchronization from and to customer ticket tools
Follow up ticket status and close ticket based on L2/L3 team confirmation
Work collaboratively with other IT personnel to resolve user issues
Coordination and assurance of resolution of all tickets

To master this job, you should have

Graduated/Obtained/Possess IT certificate, courses or equivalent
Strong communication skills in English both verbal and written
Basic understanding of web- based applications, databases, and operating systems (Windows/Linux)
Pleasure in dealing with clients
Customer service orientation by providing customer support over phone, chat, email, etc.
Ability to quickly learn new systems and applications
Familiar of IT system, application
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

Laptop, Chế độ bảo hiểm, Du Lịch, Phụ cấp, Đồng phục, Chế độ thưởng, Chăm sóc sức khỏe, Đào tạo, Tăng lương, Công tác phí, Phụ cấp thâm niên, Nghỉ phép năm, CLB thể thao

Cập nhật gần nhất lúc: 2025-09-20 01:20:02