Customer Support Engineer

Company Description

iTechwx, founded in 2022, is a growing organization with a team of over 1300 employees operating in Ho Chi Minh City and Ha Noi City, Vietnam, with plans for further regional expansion. Specializing in IT outsourcing services, iTechwx primarily serves Microsoft clients across four key products: Microsoft Dynamics 365, Microsoft Azure, Microsoft Windows Commercial, and Microsoft Office 365. At iTechwx, our culture is rooted in accountability, passion, and professionalism, which define our approach to talent development and customer engagement. We are dedicated to delivering superior digital transformation services through a commitment to excellence, integrity, and innovation.

Role Description

We are seeking a dedicated Customer Support Engineer for a full-time, on-site position located in Taipei - Taiwan. The role involves providing top-tier customer support by addressing and resolving technical issues, troubleshooting and diagnosing problems, and delivering field services as required. The successful candidate will collaborate with clients and internal teams, ensuring customer satisfaction and timely resolution of concerns. Additionally, the role requires exceptional communication skills to respond effectively to inquiries and maintain strong customer relationships.

Job Scope

• Provide technical support and engineering expertise across Microsoft cloud infrastructure and endpoint environments
• Manage and support Microsoft Intune / endpoint management solutions, including device compliance, security policies, application deployment, and modern workplace technologies
• Support Azure infrastructure solutions, including backup, recovery, hybrid cloud platforms, monitoring, and observability
• Troubleshoot complex technical issues across cloud, endpoint, and hybrid environments
• Support infrastructure resiliency, operational excellence, and business continuity initiatives
• Collaborate with internal teams, stakeholders, and customers to deliver technical solutions and issue resolution
• Participate in technical escalations, solution improvement, and architecture discussions

Job Requirements

• 5–10+ years of experience in cloud infrastructure / endpoint engineering / Microsoft ecosystem support
• Strong hands-on experience with Microsoft Azure and/or Microsoft Intune
• Experience in one or more of the following:
• Azure Backup / Recovery
• Azure Monitor / Log Analytics
• Azure Stack HCI / Hybrid Infrastructure
• Microsoft Intune
• SCCM / ConfigMgr
• Azure Entra ID
• Windows endpoint management
• Strong troubleshooting and problem-solving skills
• Customer-facing communication capability
• Good English communication skills
• Experience supporting enterprise or mission-critical environments is a plus