Technical Support (L1, Global Market)

Company Description

Founded in 2012, Rikkeisoft is a premier Vietnamese IT enterprise recognized for its award-winning solutions. The company provides tailored IT outsourcing services and innovative products to support sustainable business growth. Through its subsidiaries like Rikkei Digital, Rikkei Academy, and Rikkei AI, Rikkeisoft offers expertise in digital transformation, IT education, and AI solutions. With a presence in Vietnam, Japan, and the United States, Rikkeisoft is dedicated to helping clients address challenges and achieve their goals globally.

Role Description

This is a full-time, on-site role based in Hanoi for a Technical Support (L1, Global Market) professional. The role involves providing technical support to clients, troubleshooting issues, resolving technical problems, and delivering outstanding customer support to ensure customer satisfaction. The Technical Support Specialist will work closely with clients to address inquiries, identify technical challenges, and deliver timely solutions.

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Responsibilities

Handle L1 production support (Incidents, SLA, Change, Problems).

Monitor systems & batch jobs.

Support releases, patches & daily operations.

Troubleshoot issues and escalate to L2/L3 teams.

Maintain support documentation & follow audit/DR processes.

Qualifications

Fresher/Junior:

• Bachelor's degree in Foreign Languages, Economics, Engineering, or related fields
• English proficiency equivalent to at least IELTS 6.5
• Basic knowledge or prior exposure to Windows/Linux/SQL
• Proficient in using Outlook and collaboration tools such as Teams/Slack/Zoom
• Understanding of basic terminology in investment and accounting fields
• Careful, detail-oriented, and logical mindset when analyzing data or troubleshooting issues
• Good teamwork skills, ability to follow processes, and effective time management
• Willingness to learn and develop technical skills

Middle:

• 2+ years in L1 / Production / Application Support.
• IT degree or equivalent experience.
• Windows/Linux & terminal usage.
• Basic SQL (SELECT, UPDATE, JOIN) – MSSQL/Oracle.
• Understand Client-Server, HA, LB, Clusters.
• English communication for global teamwork (equivalent to IELTS 6.5+)

Benefits

Attractive Salary Package

Competitive income with minimum 13-month salary/year.

Annual performance-based salary review.

Monthly performance bonus, project bonus, holiday & Tet bonus.

Extra maternity allowance for employees (in addition to social insurance).

Healthcare & Well-being

Annual health check-up at top medical centers.

Comprehensive private health insurance program (Rikkei Care).

Career Growth

Access to frequent training programs with local & international experts.

Sponsorship for international certification exams.

Rewards for achieving language or professional certificates.

Global career opportunities in Japan, US, Korea, and other countries.

Positive & Dynamic Work Environment

Flexible working hours, weekends off (Sat & Sun).

12 annual leave days + 1 company trip day.

Quarterly team building, annual company trip.

Join exciting sports tournaments (indoor, outdoor, e-sports).

Engage in various clubs: football, badminton, swimming, music, English, etc.