[TUYỂN DỤNG] iTechwx Company Limited

1. SUPPORT ENGINEER - SCEM 

Requirements

• Specifc knowledge of System Center Operations Manager 2016 and subsequent versions – A plus, similar monitoring products.
• Specifc Knowledge of System Center Service Manager 2016 and subsequent versions – a plus, similar ticketing products.
• Knowledge of System Center Orchestrator 2016 and subsequent versions – a plus, similar orchestration products.
• Specifc Knowledge of System Center Virtual Machine Manager 2016 and subsequent versions – a plus, similar Machine Manager products.
• Knowledge of Management Pack Technology, Overrides, Rules and Monitors.
• Experience with SQL administration/confguration including basic knowledge of TSQL syntaxis, WMI functionality and queries.
• Knowledge of Windows and Linux operating systems.
• Knowledge of Exchange, AD, DNS, DHCP, TCP/IP, Network and Azure.
• ITIL certifcation/MOF are pluses.

Responsibilities

• Take ownership of customer issues reported and see problems through to resolution.
• Research, diagnose, troubleshoot and identify solutions to resolve customer issues.
• Follow standard procedures for proper escalation of unresolved issues to the appropriate internal teams.
• Provide prompt and accurate feedback to customers.
• Ensure proper recording and closure of all issues.
• Follow the SLA for issues with respect to the severity

Contact:

iTechwx Company Limited

Recruiting Department: recruitment@itechwx.com

(+84) 28 7109 6184 or (+84) 28 7109 6185 (Ext. no: 101 to 104)

12th Floor, Opal Tower, 92 Nguyen Huu Canh, Ward 22, Binh Thanh District, HCMC.

6th Floor, PLS Building, 19 Tan Cang, Ward 25, Binh Thanh District, HCMC.

Application deadline: 15/01/2024

2. TECHNICAL SUPPORT ENGINEER

SUMMARY: The Technical Support Engineer’s primary focus will be ensuring that all Microsoft customers are very satisfed with the efectiveness and efciency 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 efectively 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:

Applying strong verbal and written communication skills in the supported language, and solid technical knowledge of supported Microsoft products, to represent Microsoft and communicate with Microsoft customers through telephone, email and web response, carrying out the following activities as needed:

• Represent Microsoft and communicate with Microsoft customers.
• Manage relationships with multiple customers, partners and collaborate with business contacts within Microsoft.
• Use standard processes, implement existing diagnosis methods, solutions/workarounds to efectively deal with customer and technical issues to achieve problem resolution and customer satisfaction. Document incidents, report customer suggestions and technical issues to Microsoft
• Respond to voice of customers, utilize Microsoft escalations and meet response, resolution, efciency, productivity and utilization targets required by Microsoft business unit.
• Communicate and collaborate with cross-group peers and Microsoft resources both proactively and reactively in order to identify and leverage the right resources to arrive at solutions to tough and hot problems.
• Produce quality documentation and share with the appropriate team members and tech lead as appropriate.
• Compliance with the service operation processes for execution excellence.
• Adherence to the Microsoft Business Code of Conduct in all customer interactions and interactions with Microsoft, and strict adherence to data privacy guidelines – never putting customer PII at risk.

Preferred Competencies:

• Windows Operation System administration and programming.
• Active Directory Deployment and AD/Networking Management. 
• Exchange Online/OnPrem, Outlook or industry similar products and technologies.
• SharePoint Online/OnPrem or industry similar products and technologies.
• Teams or industry similar products and technologies.
• Office or industry similar products and technologies.
• Security, or industry similar products and technologies.
• SQL Server or industry similar products and technologies.
• Azure, or industry similar products and technologies.
• Networking, e.g., TCP/IP, DNS, DHCP and RPC. OR Scripting languages, e.g., PowerShell, batch script

Requirements:

• Have at least 1-year working experience in customer-facing roles.
• Excellent spoken English is a must.
• Passion in technical support roles.
• Customer-centric mindset.
• Quick adaptability to changes and strong self-study.
• Good understanding of computer systems, mobile devices and other tech products. Ability to provide step-by-step technical help, both written and verbal

Contact:

iTechwx Company Limited

Recruiting Department: recruitment@itechwx.com

(+84) 28 7109 6184 or (+84) 28 7109 6185 (Ext. no: 101 to 104)

12th Floor, Opal Tower, 92 Nguyen Huu Canh, Ward 22, Binh Thanh District, HCMC.

6th Floor, PLS Building, 19 Tan Cang, Ward 25, Binh Thanh District, HCMC.

Application deadline: 15/01/2024