Senior IT Technical Support Engineer

2 weeks ago

Ho Chi Minh City, Vietnam KMS Technology Full time

Established in 2009, KMS Technology is a U.S.based engineering and services company with development centers in Vietnam. KMS Technology is trusted by international clients for the superior quality of products and expertise of Vietnamese engineers.

KMS builds and successfully launches its own software companies through its internal startup incubator, KMS Labs. Most notable companies include QASymphony, Kobiton, Katalon, and Grove. Under the brand, KMS Solutions, the company serves the Asia Pacific region, offering technology solution consulting and bringing the most advanced and latest technologies to the Asian market.

KMS is committed to making a long-lasting social impact by partnering with non-profit organizations that give disadvantaged students fair and better employment opportunities. The company regularly cooperates with universities, participates in IT training activities and specialized events, and sponsors scholarship programs in Vietnam. The company has received many prestigious industry awards, and has been named one of the greatest places to work in Vietnam, Asia, and the U.S. for many years in a row.

**Responsibilities**:
**Your key responsibilities**:

- Collaborate with all tiers of support to triage issues, file and update bug reports, and provide workflow and technical solutions.
- Provide technical support services to customers while liaising internally with pre-sales, product and engineering teams.
- Resolve issues in your queue while creating repeatable, steps-based documentation for both internal and external audiences.
- Provide direct 1st, 2nd and 3rd line support to customers.
- Triage and work on incoming issues to bring them to quick resolution defined
- Standard services utilizing strong troubleshooting skills.
- Work with Linux and Windows servers in a system admin capacity to resolve complex problems.
- Work on network related issues, narrowing down the variables (switches, routers, LAN, VPN, Active Directory) to help isolate problems to a specific device, port, protocol, etc.
- Work closely with Engineering and Product Management to recommend and implement cutting edge enhancements and features that expand our customer base and provide an improved customer experience.
- Deploy cloud-based servers using virtualization and containerization.
- You’ll query SQL and PostgreSQL databases to help gain a better understanding of customer issues.
- Compliance with security policy
- Work on-shift (overtime compensation applied) after working hours and weekends as scheduled (if needed).

**Qualifications**:
**Skills/experience you need to be successful**:

- Min 4+ year of experience in Technical Support, System Admin
- Clear written and verbal communication in English
- Experience in troubleshooting Hardware Server, Storage (NAS, SAN)
- Experience diagnosing software, network, and performance problems in distributed systems.
- Solid knowledge of Linux administration
- Video production workflows, including video editors (NLE software such as Adobe Premiere, Avid Media Composer, Final Cut Pro X, Lightworks, etc.), cameras file formats, codecs, broadcast technology, etc.
- Network Management, including switch, firewall, TCP/IP configuration and troubleshooting and managing common network services.
- Experience in Active Directory, LDAP, SSL, Mail server, File Server, Database (MySQL) Backup.
- Ability to manage and resolve multiple customer issues, but understanding when to engage other resources for help.
- Experience performing installations, deploying new equipment and training end users
- Support client on multiple platforms: Windows, MacOS, Linux (Ubuntu, CentOS)
- Have knowledge about ITIL4

**Nice to have**:

- Programming using scripting languages such as C, Python, SQL, Bash, Git, as well as any experience working with agile software development methodology
- Experience in managing Linux servers in a DevOps environment.
- Both cloud-based and hardware server management, including virtualization and containerization.
- MCSA, CCNA, LPI, AWS certifications
- Have experience in team leading/mentoring

**Benefits and Perks**:
**BE YOUR BEST WITH KMS**
- Working in one of the Best Places to Work in Vietnam
- Building large-scale & global software products
- Working & growing with Passionate & Talented Team
- Diverse careers opportunities with Software Outsourcing, Software Product Development, IT Solutions & Consulting
- Attractive Salary and Benefits
- Performance appraisals every year
- Onsite opportunities: short-term and long-term assignments in North American (U.S, Canada), Europe, Asia.
- Flexible working time
- Various training on hot-trend technologies, best practices and soft skills
- Premium healthcare insurance for you and your loved ones
- Company trip, big annual year-end party every year, team building, etc.
- Fitness & sport activities: football, tennis, table-tennis, badminton, yoga, swimming
- Joining community development activities: 1% Pledge, charity every quarter

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