Application Support Engineer

Ekino Vietnam

Main tasks and activities

The Software Support Engineer participates in the maintenance stage of a portal application in operational condition, from end to end in compliance with Service Level Agreements.

The main missions will include but not be limited to:

• Take charge of incidents and requests; process and monitor them until they are completed.
• Analyze the root causes of the interrupted or degraded service; solve/ communicate with level 3 support or related teams.
• Resolve the major or recurring incident problems.
• Monitor the application (alert and performance).
• Coordinate with other teams in connection with the portal (key-user, support, build, project ...).
• Communicate the state of the service on incident and operation.
• Ensure the proper execution of operational tasks.
• Write post incident reviews following major incidents and deliver reliable actions.
• Proactively initiate the ideas, actions to improve the quality of the service.
• Update the portal documentation and transmit knowledge to the level 1 support teams (helpdesk & monitoring).

Skills & Required Knowledge

• Ability to self-organize, prioritize tasks to understand critical level of incidents 
• Have analyzing, logical thinking, and problem-solving skills to identify the issues among multiple integrated data flow
• Strong self-learning ability with calm and patient traits
• Clear communication
• English skills:

- Good reading and writing for professional business

- Basic listening and speaking 

• Keen to learn new technology (MS Azure, MS service…)
• Basic knowledge of Microsoft Azure, Information Technology Infrastructure Library (ITIL) methodology
• Experienced in using one of the tools: ITSM, Azure monitoring, AppInsights is an advantage.
• Nice-to-have knowledge: cloud services, micro-services, network, and concept of application architecture (flow, network equipment, esb, API...) or other IT network, system, hardware.

Preferred Professional background

• Fresher or 1-2 years of experience in similar role (software support specialist, application support/administrator) with strongly committed to pursue software support career path. 
• Basic knowledge about programing 
• Cloud Azure and Kafka knowledge and/or certifications are advantageous.

Reporting line

• Direct reporting to Support Manager based in Ho Chi Minh City
• Working time: 5 days - 40 hours/ week (including weekend and national holidays), which is divided into 3 shifts:

- Shift 1: 06:00 AM - 02:00 PM

- Shift 2: 02:00 PM - 10:00 PM 

- Shift 3: 10:00 PM - 06:00 AM

• Allow to work from home for shift 2 and shift 3 under supervision. 
• The specific weekly working schedule will be assigned by the Support Manager.

• Attractive salary and bonuses (Annual and Performance Bonus)
• Ensure private healthcare insurance package, yearly medical check-up, support allowance...
• Total 23 days of paid annual leave
• High-ownership working environment, challenging projects, on-the-job coaching, and training programs
• Great-place-to-work activities (company trips, sports clubs...)
• Opportunity to be on-site in France