**Please note**: This role is only open to candidates with an IT-related educational background (e.g., Information Technology, Computer Science, Software Engineering, Computer Engineering, or equivalent).
OR have hands-on experience working on IT Support projects supporting enterprise IT products or services.
We are iTechwx, established in mid-2022, with 1000 employees across 3 offices within Ho Chi Minh City and 1 office within Hanoi City. iTechwx dedicates the One-Stop Digital Transformation Service to our customers. Renowned for delivering premium IT outsourcing services exclusively tailored for Microsoft clients for 4 products: Microsoft Dynamics 365, Microsoft Azure, Microsoft Windows Commercial, Microsoft Office 365.
Responsibilities
Response & Service Delivery
- Act as the main point of contact for technical issues, providing guidance and support, and handling escalations from team members.
- Use tools and strategy to monitor the performance of a team. Analyze non-satisfied cases, find root causes, work out action plans and monitor execution. Serves as the first line of management escalation.
- Tracks resolution speed and removes roadblocks (e.g., skill gaps, unclear process) preventing issues from being resolved.
- Analyzes the business impact and collaborates with different stakeholders to ensure the right resources are engaged proactively.
- Drive customer satisfaction when using Microsoft products and share customer success stories that have positive impact to customers business.
Team Operation Management
- Analyze team readiness strategy proactively, ensure the team has the correct readiness plan on both tech non-tech parts (such as compliance, service skill, etc.).
- Ensure team members follow Microsoft & Itechwx compliance and security policy.
- Identifies potential risks and implement optimized process to mitigate the risks.
- Maintain positive relationship with all team members, drive positive team morale.
Qualifications
- Fluent in English.
- At least 1 year of experience as a Technical Leader or Team Leader in a technical support environment (minimum 5-10 headcounts)
- Strong IT background OR solid experience with on-premises products (Windows Server/Exchange On-Prem/SharePoint On-Prem)
- KPI orientated
- Excellent communication skills.
- Strong pressure resistance can respond quickly to customer and internal needs.
- Have customer service experience in BPO industry.
Benefits:
- Salary range: 30 – 35 gross
- Salary at 100% during the probationary period
- 90% contribution of the gross salary to social insurance
- 20 days leave (12 days of annual leave and 8 days of sick leave)
- Training will be offered
- Full working equipment will be provided Annual Health Checkup
- Activities: Birthday party, Employee engagement activities.
Working time: 9 hours (1h break included) within the time frame 6:00 AM – 10:00 PM, 5 shifts/week
Working location: 1st Floor, S4-01 Tower, The Sun Avenue Building, No. 28 Mai Chi Tho Street, An Khanh Ward, Ho Chi Minh City.
