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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 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.

Qualifications

  • Diploma or Bachelor degree in Computer Science, Information Technology or equivalent.
  • IT Infrastructure library (ITIL) Foundation certification.
  • 1+ year of hands-on experience in 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.
  • 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 to give acknowledgement, updates and resolution in a timely manner.
  • Experience or willing to work on shifts and travel when required.
  • Basic 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.
  • Contribute to informative reports, as well as comprehensive, accurate documentation
  • Knowledge in at least one programming language 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
  • Basic customer service, communications skills, active listening, empathy with users, acceptance of ownership, patience and understanding.
  • Ability to work independently without close supervision for tickets with medium and low complexity levels; and with minimal supervision for tickets with high complexity level.
  • Basic time management skills.
  • Quality and process

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:
Ha Noi, Ho Chi Minh
Experience:
2+ years
Qualifications:
Bachelor Degree
PERM/TEMP:
Permanent