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Senior Support Analyst

Description

  • Provide application maintenance and support to minimize service disruption and simplify operations;
  • Investigate and resolve issues with software applications by diagnosing root causes;
  • Support end-users for any requests coming from their day-to-day work;
  • To drive customers’ cases successfully resolved within 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;
  • Conduct application testing, build test scripts, support client application testing, and collect and summarize test data;
  • Create and maintain job schedules;
  • Produce organized and informative system documentation, including details of application configuration and installation and client infrastructure;
  • Contribute to and maintain a knowledge base of previous support issues;
  • Create training documentation and give basic training to end-users;
  • Maintain confidentiality of data and information of projects.

Qualifications

  • 3+ years of hands-on experience in the IT application support sector after education and qualifications requirements;
  • Competent in at least one operating system platform such as Microsoft, UNIX, Linux, and IIS and networking;
  • At least one Microsoft certification in Windows server, networking, or SQL server;
  • Experience in at least one RDBMS such as SQL Server or Oracle and SQL querying;
  • Experience Microsoft Office products such as Microsoft Office, Microsoft Internet Explorer, and Microsoft Project, etc.;
  • Experience installing, configuring, and supporting business applications;
  • Experience working with business applications with clients from a diversity of cultures;
  • Requirement gathering is a plus;
  • Understanding SLA/principle of support service; Experience to handle tickets with SLA (Service Level Agreement);
  • Experience in Service Request fulfillment, Incident Management, Problem Management, Change Management processes;
  • Experience to give acknowledgment, updates, and resolution in a timely manner;
  • Experience or willingness to work on shifts and travel when required;
  • 1+ year experience in documenting knowledge base;
  • 1+ year experience in interpreting technical documentation for training and end-user guideline;
  • Comprehensive knowledge and experience in identifying investigating and understanding cause-and-effect relationships between symptoms and their underlying source(s) as well as documenting product-related issues;
  • Experience using at least one call/ticketing software;
  • Good knowledge of problem management tools;
  • Ability to create organized informative reports, as well as comprehensive, accurate documentation;
  • Remarkable presentation and documentation skills;
  • Experience in mentoring at least one less-experienced support analyst;
  • Knowledge in at least two programming languages such as .NET/Java/PHP/JS;
  • Experience in software development life cycle and RUP or Agile and Scrum software development methodologies;
  • Good presentation and documentation skills;
  • Practical customer service, communications skills, active listening, empathy with users, acceptance of ownership, patience, and understanding;
  • Ability to work independently without close supervision;
  • Practical time management skills;
  • Ability to participate in multiple projects simultaneously while adhering to tight schedules;
  • Quality and process-oriented;
  • Attention to accuracy, clarity, and quality of work.

Why You'll Love Working Here

  • 13-month salary per year.
  • Performance bonus (up to 2-month salary).
  • Social – Health – Insurance paid fully.
  • Healthcare: Annual health check-up, Premium Health Insurance (plus 1 slot for your dependent).
  • Annual leaves: 14 ~ 18 days.
  • Clubs program: Football, Badminton, Swimming, Tennis, Rock, Yoga…
  • Training courses: Technical skills – Soft skills – English.

People are extremely important to us and that’s why we have a clear vision: to make NashTech a great place to work in its sector. We pride ourselves on:

  • Professional and Flexible Working Environment
  • Great Teamwork
  • International Assignments
  • WeCare - WeShare - WeDare - WeInnovate Engagement Program
Location:
Ho Chi Minh
Experience:
3+ years
Qualifications:
Bachelor Degree
PERM/TEMP:
Permanent