Net - Technical Support Engineer

4 weeks ago

Ho Chi Minh City, Vietnam PERSOLKELLY Vietnam Full time

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 Response and Resolution**:

- 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.

**Qualifications Required**
- 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
- Knowing about some C#/C++/Java or other programming language is preferable.
- Past experience of support professional in IT field or IT technical Consultant will add extra

points.
- Microsoft Dynamics 365 CE Experience would be beneficial but not essential.
- Having knowledge of other Microsoft stack technologies would be appropriate instead (such as

SQL Server, IIS, ADFS, Visual Studio).

**Language Qualification**
- English Language: confident in reading, writing and speaking.

602509

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