Software Support Engineer (L1, English required)

Mô tả Công việc

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

Yêu Cầu Công Việc

To master this job, you should have

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