Technical Support Engineer

**Technical Support Engineer**:
Lazada Tech Hub
- Ứng Tuyển

System Engineer System Admin English
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- 29A Nguyễn Đình Chiểu, Đa Kao, District 1, Ho Chi Minh- Xem bản đồ- Linh hoạt- 6 giờ trước

**3 Lý Do Để Gia Nhập Công Ty**:

- Macbook provided
- Attractive package (up to $4000)
- Flexible Working Arrangement

**Mô Tả Công Việc**:
As a Technical Support Engineer in Lazada Techhub, you will be part of an extremely motivated and experienced group of people. You will be responsible for the provision of resolution to issues involving the entire eCommerce platform and our beloved systems. The Technical Support provided will be done via Internal Ticket Management System. Daily work includes, but is not limited to, supporting the urgent issues of escalations, management of caseload, updating case activity, monitoring case ageing, documentation, and knowledge transfer for known issues.

Technical Support Engineers are expected to follow up on the given workflow and have good communication skills to actively collaborate with Business/Product Owners/Technical Teams whenever it’s needed to clarify business/technical logic or if there is any dependency or linkage with the different parties.

The overall goal is to drive more issues to resolution in-house as quickly and efficiently as possible to meet up the SLAs. You may be required to evaluate and prepare solution reports and closely work with the Incident Management team as well for further enhancements.
You will become known as the saviour of the Lazada platform because without you - the system wouldn’t have a caretaker.

**Responsibilities**:

- Ticket Management for 6 countries related to the e-Commerce Platform & Logistic Platform
- Escalation of issues to the Development team for timely solution.
- Manage the Backlog Ticket Queue to ensure the quality of the ticket.
- Escalation for case ageing
- Daily/weekly reports to line manager.
- Provision of documentation
- Work closely with Business / Product / Tech to resolve issues from the end user.

**Yêu Cầu Công Việc**:
**Basic Qualifications**:

- 2+ years of experience in IT Operations/Service Desk/ IT Support. On-the-job training will be provided during 1st month.
- Fluent in English - both verbal and written.
- Willing to work in night shift/weekends/holidays for special events such as Campaign or Projects required
- Excellent analytical and problem-solving skills. Have a professional attitude and be capable of dealing with customers from all levels of the organization and work well in a team environment.
- Identify the potential issues and escalate them to relevant tech teams to prevent them.
- Ability to communicate the status of tickets in a clear, accurate, and concise manner.
- Ability to take ownership of internal tasks and service implement
- Effectively interact with various teams to provide solutions to complex technical issues.
- Able to work under pressure and keep calm in crises.
- Ability to work independently with mínimal supervision.
- Ability to explain technical concepts to non-technical users.
- Share best practices with other team members to enhance the quality and efficiency of support services.
- Bachelor’s Degree in Computer Science or related field preferred.
- ITIL certificate as a Plus

**Tại Sao Bạn Sẽ Yêu Thích Làm Việc Tại Đây**:

- Attractive package, receive a full salary in the probation period
- Flexible Working Arrangement
- Macbook provided
- Premium medical insurance for you and your family (Critical Illness Insurance included)
- Comfortable working hours in the office, no dress code
- Strong ownership, teamwork and dynamic culture
- Plenty of career growth opportunities, and a personal development system for both specialists and managers.