Technical Support Engineer – (Dynamics)
Summary
The Technical Support Engineer’s primary focus will be ensuring that all Microsoft customers are very
satisfied with the e ectiveness and e ciency of the support they receive. Utilizing knowledge of the
customer environment, they will deliver timely and high-quality incident resolution focusing on root
cause analysis, prevention, and knowledge transfer. They will e ectively manage cases and sub-cases to
ensure timely and high-quality communication with customers and resolution of all issues. They will
develop a relationship with their technical peers for the technology they support and related
technologies to ensure improved collaboration and satisfaction in support.
Responsibilities
- 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.
- Resolves or escalates multiple and varied customer issues. Documents technical work and research.
- Analyzes problems and develops solutions to meet 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. Readiness
- Attends readiness trainings and non-technical trainings 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.
- Uses automated tools to deliver solutions for a wide range of issues. Provides feedback on how to
improve automated tools.
- Follows processes provided by the business.
- Attends case triage meetings and/or case discussions to collaborate and share ideas to resolve
problems.
Requirement
- Bachelor's degree in computing science or an IT-related field or has a strong interest in IT field and
self-learned computer language and basics.
- Demonstrate strong customer service attributes
- Exhibit analysis, problem resolution, judgement and decision-making skills in order to assist
customer with their technical issue
- Experience managing and maintaining SQL server or other front end technical field is required.
- Past experience of support professional in IT field or IT technical Consultant will add extra points.
Information
- Fluent English (4 skills)
- Technical background (SQL or skills for PP, and basic programming language skill for CE)
Salary range : 800-1400 USD
Working hours:
• NA shift (Night shift):
- 9:00PM-6:00AM
- 10:00PM-7:00AM
- 11:00PM-8:00AM
Working location:
- Tháng đầu tiên training tại Opal Tower .
- Từ tháng T2 trở đi sẽ làm tại 19 Tân Cảng, Vista Building (Đã đổi thành Vista Building).
Expected start date: ASAP
Interview process:
• 1st round: Test English + technical skills
• 2nd round: Test service sense, stability
Benefit:
- 90% contribution of the gross salary to social insurance from the company side
- 12 days of annual leave, 8 days of sick leave3- Annual Heath Checkup
- Annual Performance Review5- For employees working night shift: PVI insurance and food
provided (non-cash), and 30% allowance on gross salary
