Mô tả công việc
Technical support engineer (IT background)
About us:
iTechwx was newly born in the summer of 2022 in Ho Chi Minh City, Vietnam. Our office is located in Binh Thanh District, inside Opal Tower. Presently, we have over 400 employees based in HCM and will continue to expand throughout this year. As the first stop in SEA region, iTechwx encounters Vietnam, and particularly the city of Ho Chi Minh because of the richness in human resources, as well as the prospecting technology industries in this robust city.
Responsibilities:
Uses automated tools to deliver solutions for a wide range of issues. Provides feedback on how to improve automated tools.
Resolves or escalates multiple and varied customer issues. Documents technical work and research.
Provides feedback to improve products to more senior engineers or technical advisors.
Attends case triage meetings and/or case discussions to collaborate and share ideas to resolve problems.
Collaborates on cross- team and cross- product technical issues by working with resources from other groups as needed to resolve moderately complex customer issues. Readiness
Attends readiness trainings and non- technical trainings to ensure that they become proficient in support topics. Product/Process Improvement
Analyzes problems and develops solutions to meet customer needs using log analysis and other proprietary tools.
Identifies potential defects and escalates to more senior engineers to resolve.
Reviews issues and contacts customers to understand issues. Ensure customers stay informed as to the status/solution of their issue. Utilizes troubleshooting tools (e.g., event logs, performance traces) to help resolve customer issues.
Follows processes provided by the business.
Why us?
12 days of annual leave, 8 days of sick leave
For employees working night shift: PVI insurance and food provided (non- cash)
Competitive salary depending on experience (800 – 1200 USD)
Annual Heath Checkup
90% contribution of the gross salary to social insurance from the company side
Annual Performance Review
Working 5 days a week with 2 unfixed days off (Schedule will be arranged by Head of Department)
