Senior IT Technical Support Engineer

5 days 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 3.5+ year of experience in Technical Support, System Admin
- Experience of Linux administration; fluent in Linux standard command line program
- Ability to identify/resolve issues in end user sides
- Good communication and English skills (minimum Intermediate level) to work with end users and client
- Strong experience with network related issues (switches, routers, LAN, VPN) to help isolate problems to a specific device, port, protocol, etc
- Experience in operating relational databases (MS SQL, MySQL, MariaDB, Oracle); Experience using SQL query and PostgreSQL databases to help gain a better understanding of customer issues
- _ Education/training preferred:_ MCSA, CCNA, LPI, AWS certifications

**Nice to have**:

- Experience Active Directory and LDAP administration
- Ability to learn and adopt programming using scripting languages such as Python, SQL, Bash
- Good knowledge of Network architecture (on-premise and Cloud); Strong experience with networking skill set - TCP/IP & managing linux servers in system administration
- Good knowledge and experience in multi-platform: Microsoft, Linux, macOS; Strong Linux troubleshooting experience
- Experience deploying cloud-based servers using virtualization and containerization
- Strong knowledge of server, storage and backup infrastructure
- Strong knowledge of Security: System hardening (on-premise and Cloud), System Monitoring, Patching, Data Loss Prevention (DLP)...
- Open to learn cloud technologies (AWS, AZURE, GC, or OpenStack)
- Have knowledge about ISO27001, ITIL

**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

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