Software Support Engineer (Level 1, English required)

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

Strong communication skills in English both verbal and written
Ability to quickly learn new systems and applications
Good time management skill to handle and escalate incidents in a timely manner
Customer service orientation by providing customer support over phone, chat, email, etc.
Graduated/Obtained/Possess IT certificate, courses or equivalent
Previous experience using ServiceNow, JSD, JIRA, or any ticketing system is a plus
Pleasure in dealing with clients
Familiar of IT system, application
Detailed, independently and teamwork, structured and reliable working style as well as logical and analytical thinking.
Basic understanding of web- based applications, databases, and operating systems (Windows/Linux)

Attractive Remuneration Package:

14- 18 days of paid leave annually
Premium healthcare plan and additional insurance
100% salary and full insurance coverage during the probation period
Competitive salary, 13th- month salary, and bonuses (variable bonus, loyalty, referral, etc.)

Career Development and Learning Opportunities:

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

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: 2025-08-11 15:34:19