Support Engineer Level 1

Salary Range: 900$ - 1.200$

Required Qualifications:

Advanced English (in both spoken and written)

Must be customer and detail-oriented.

Be able to work in shifts

Working shifts: (choose 1 out of 2 shifts on a day; 5 days per week including Saturday or Sunday)

2.00 PM - 11.00 PM and 7.00 AM - 4.00 PM (Vietnam time) (For November - May)

1.00 PM - 10.00 PM and 6.00 AM - 3.00 PM (Vietnam time) (For June - October)

Desired Qualifications:

At least one (01) year of technical support or IT desk side support or customer

service

VMware knowledge.

Hyper-V knowledge.

Willingness to learn new tools and technologies and take on new responsibilities as assigned

Understanding of the basics of Microsoft Server OS and Linux OS.

Network basics, such as TCP/IP, Ping, Trace Route.

Responsibilities:

Must be able to clearly communicate via email, chat and phone with end users andtechnicians.

Record, maintain and update issues in the Incident Management system.

Keep customers informed on the status of their requests.

Resolution of level one issues - Following knowledgebase articles and procedures.

Document and submit problem resolutions to the knowledge database in order to assist other Support personnel with problem resolutions.

Escalate incidents to level2/level3 support.

Identify recurring issues.