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Support Analyst

3 months ago

Ho Chi Minh City, Vietnam NashTech Full time

**Support Analyst**
- place
- **Ho Chi Minh - Vietnam** / Hybrid**
- tag
- **Software Development**

**Closing date: 30.06.2024***
- Support end-users for any requests coming from their day-to-day work.
- Drive customers’ cases successfully resolved within Service Level Agreement (SLA).
- Prioritize support requests while keeping response times in a high-pressure environment.
- Co-operate with the development team to implement the releases for the users.
- Create and maintain job schedules.
- Contribute to and maintain the knowledge base of support issues.
- Create training documentation and give basic training to end-users.
- Contribute to informative reports, as well as comprehensive, accurate documentation.
- Maintain confidentiality of data and information of projects.
- Follow strictly the customer’s processes, the company’s processes and systems complied with ITIL/CMMI standard.

**Qualifications**:

- Good English skill, especially spoken English.
- Good analytical, troubleshooting and problem-solving skills.
- Good presentation and documentation skills.
- Basic customer service, communications skills, active listening, empathy with users, acceptance of ownership, patience, and understanding.
- Competent in at least one operating system platform (such as Microsoft, UNIX, Linux) and/or basic knowledge of IIS and networking.
- Experience in Microsoft Office products such as Microsoft Office, Microsoft Edge, etc.
- Basic knowledge of RDBMS (such as SQL Server, Oracle, MySQL) and SQL querying is a plus.
- Understanding ITIL/SLA/principle of support service; Experience in handling tickets with SLA.
- Experience in using at least one call/ticketing software like BMC Remedy, ServiceNow, Jira, etc.
- Basic knowledge of at least one programming language such as.NET/Java/PHP/JS. is a plus.
- Experience in software development life cycle (Agile or Waterfall) and software development methodologies (RUP, Scrum or Kanban) is a plus.
- Ability to work independently without close supervision for tickets with medium and low complexity levels; and with mínimal supervision for tickets with high complexity levels.
- Experience in giving acknowledgment, updates, and resolution in a timely manner.
- Competent in requirement gathering is a plus.
- Attention to accuracy, clarity, and quality of work, as well as process-oriented.
- Experience in or willingness to work on shifts and/or on-call support and travel when required.

**Why you'll love working here**

**Community Contribution**
- Participate in volunteering and community initiatives, making a positive impact on society.

**Financial Rewards**
- Receive a competitive salary, including full pay during probation and performance-based bonuses.

**Flexible Work Arrangements**
- Embrace a hybrid working mode and explore international assignments.

**Healthcare**
- Enjoy our private healthcare offering which is adapted for your local market and ensures your peace of mind and wellbeing.

**Professional Development**
- Access ongoing learning opportunities, including training, workshops, and certifications.

**Recognitions**
- Celebrate achievements through a variety of recognition programs.

**Wellness Initiatives**
- Enhance your physical and mental well-being with a variety of engagement events, sports clubs, and informative workshops.

**Support Analyst**
place

**Ho Chi Minh - Vietnam** / Hybrid**
work

**Experienced**
school

**Bachelor Degree, College Degree**
schedule

**Full time**

**Closing date: 30.06.2024