Software Support Engineer

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 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

Report the changes to the Change Advisory Board (CAB)

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 (help-desk & monitoring)

Basic knowledge of Microsoft Azure, Information Technology Infrastructure Library (ITIL) methodology

Keen to learn new technology (MS Azure, MS service…)

Experienced in using one of the tools: ITSM, Azure monitoring, AppInsights is an advantage.

English skills:

Have logical thinking, analyzing and problem solving skills

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

 Fresher or 1-2 years of experience in IT disciplines

Cloud Azure and Kafka knowledge and/or certifications are advantageous

Direct reporting to Support Manager based in Ho Chi Minh City

5 days - 40 hours/ week (including weekend and national holidays), which is divided into 3 shifts:

The specific weekly working schedule will be assigned by the Support Manager

Being pioneer to contribute to the team development with long-term vision

High ownership working environment: You will take full responsibilities and control of your missions 

contributing to the team success in a daily collaboration with Paris teams

Continuous skill improvement with new technologies, challenging projects, on-the-job coaching, knowledge exchange with technical experts, and training programs (locally and in Paris)

Annual performance review: recognize your efforts and identify development/ improvement needs

Be secured in your mind with employee’s care: private healthcare insurance package, medical check- up, lunch support... Great-place-to-work activities (company trip, sport clubs...): enhance teamwork spirit and facilitate your work-life balance

Opportunity to participate to global events (Hackathon, Seminar, Innovation Factory...)

PEGASI – IT Recruitment Consultancy | Email: recruit@pegasi.com.vn | Tel: +84 28 3622 8666