Job description for Technical Support Engineer (open for freshers) at iTechWX
RESPONSIBILITIES
- Reviews issues and contacts customers to understand issues.
- Ensures customers stay informed as to the status/solution of their issue. Utilizes troubleshooting tools (e.g., event logs, and performance traces) to help resolve customer issues.
- Resolves or escalates multiple and varied customer issues. Documents technical work and research.
- Analyzes problems and develops solutions for customer needs using log analysis and other proprietary tools.
- Collaborates on cross-team and cross-product technical issues by working with resources from other groups as needed to resolve moderately complex customer issues.
- Attends readiness training and non-technical training to ensure that they become proficient in support topics. Product/Process Improvement
- Provides feedback to improve products to more senior engineers or technical advisors.
- Identifies potential defects and escalates to more senior engineers to resolve.
- Provides feedback on how to improve automated tools.
- Attends case triage meetings or case discussions to collaborate and share ideas to resolve problems
REQUIREMENTS
Education
- Bachelor’s in Computer Science, Engineering, or a related field
Communication & Interpersonal Skills:
- Strong English proficiency (equivalent to IELTS 6.5+), with the ability to communicate confidently.
- Outstanding customer service skills, emphasizing empathy, patience, and active listening.
Professional Attributes:
- Passion for technology and a desire to learn and grow within the IT industry.
- Strong problem-solving and analytical skills.
- Ability to work independently and as part of a team.
- Adaptability and flexibility to work in a fast-paced environment
Working shift:
- Shift Availability: Willing to work any assigned shift within 6:00 AM – 10:00 PM (8 working hours + 1 break hour), as arranged by management.
- Working day: 5 shifts per week, and 2 flexible days off. Willing to work during Tet and holidays assigned by the manager.
- The department head will communicate any changes to the shift or schedule
Location:
1st Floor, S4-01 Tower, The Sun Avenue Building, No. 28 Mai Chi Tho Street, An Phu Ward, Thu Duc City
BENEFITS
- Training provided.
- Salary at 100% during the probationary period.
- 90% contribution of the gross salary to social insurance.
- An employee who works at night (10 PM -6 AM) will be paid an additional amount of 30% of the normal salary + PVI insurance + 500,000 VND food allowance.
- 20 days leave (12 days of annual leave and 8 days of sick leave)
- Full working equipment will be provided.
- Annual Health Checkup for employees who have worked for at least 6 months from the date of signing the official labor contract.
- Activities: Birthday party, Employee engagement activities.
Code: Premier Dayshift - Tina
