Application Management Engineer - Attractive Salary

Application Management Engineer - Attractive Salary

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What We Can Offer

Attractive salary package
Premium healthcare package
Everyday training opportunities

Job Description

This role provides first point of contact for Clients seeking technical assistance and support in maintaining their websites and system. The role must be able to work night shift, be able to perform remote troubleshooting through diagnostic techniques and determine the best solution or escalate based on the issue and details provided. Good communication skills, teamwork, customer centric focus and the ability to work in a fast-paced environment is required.

The main responsibilities of the Application Management Engineer include:
• Provides incident & problem management services for resolving customer technical issues on enterprise environment particularly production webserver, application and infrastructure
• Acts as first point of contact for customer technical issues and manages & troubleshoots issues on website/storage/server/virtual environments based on vendor best practice processes and industry standards
• Will be responsible for monitoring and managing a number of customers’ environments across storage and server hardware & operating system software (including Windows, UNIX and Virtualised environments)
• Manages escalated infrastructure support issues, coordinates communications with third parties (EpiServer, Avensia Storefront, Azure Cloud, etc) to resolve complex issues and escalating to senior support teams as required
• Participates in managing customer change requests and problem ticket resolution
• Provides periodic environment reviews and suggestions for enhancement of services or resiliency of environments
• Works with Service Delivery Managers to propose enhancements to client's environment in order to optimize production server monitoring
• Keeps current with manufacturer technical certifications, specialization exams, and licenses
• Documents procedures for Operations teams
• Supports and conducts self in a manner consistent with customer service expectations
• Able to work in 3 different shifts with regular rotation
- Day shift: from 6:00 AM to 2:30 PM
- Evening shift: from 2:00 PM to 10:30 PM
- Night shift: from 10:00 PM to 6:30 AM

Quality improvement tasks
• Take initiative in improving on reporting, processes, workflow and client outcomes
• Identify possible risks throughout the process and properly communicate to related superiors for solutions
• Study and share new techniques, practice, tools and share for team members
• Take initiative in self-improvement for professional and personal excellence
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Job Requirements

• Bachelor of IT, Computer Science or relevant field
• Microsoft Certification or similar industry certification/qualification is highly regarded
• Experience working in a customer support environment - phone, email, chat support
• Good customer service skills with ability to effectively deal with customer enquiries within a timely manner
• Understanding of a service/help desk and incident management system
Expertise knowledge & experience
• E-commerce awareness. Technical experience in using computer applications and tools
• Good understanding of computer systems, mobile devices and website management
• Ability to diagnose and resolve basic technical issues
• Analytical skills and the ability to identify creative and possible solutions
• Good Logical thinking and problem-solving skills
• Good communication skills (in English and Vietnamese)
• The ability to work well in a team and individually
• The ability to adapt to changing situations, be focused on delivery while ensuring quality
• The ability to work under pressure and to tight deadlines
• High sense of responsibility
• Willingness to learn and share continuously
• Creative, innovative, and strive for continuous improvement
• Motivated in delivering top quality work
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Job Locations

156 Ngõ Xã Đàn 2, Nam Đồng, Đống Đa, Hanoi, Vietnam
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Niteco Vietnam Co., Ltd. - The Employer of Choice

Niteco is a fast-growing software development company, with offices in Sweden, UK, USA, Vietnam, Hong Kong and Australia. With more than 200 employees who come from 11 different nations, our company is truly international.

Among the Niteco staff, 119 programmers are Episerver certified, making us the largest Episerver Premium Partner in the world. And as a Microsoft Gold Partner as well, Niteco’s 38 Microsoft certified developers readily create bespoke client solutions. In addition, Niteco specializes in CMS and e-commerce using Sitecore, WordPress, SiteVision, Virto Commerce, ImageVault, inRiver, Open Source and mobile technologies.

Niteco believes in its workforce, building on the unique international capabilities to foster a work environment that empowers employees to achieve personal and professional excellence.

• Highly competitive remuneration package: attractive monthly salary with allowances (including allowance for employees with children under 03 years old, gas and telephone), 13th month salary, and additional performance bonus for top performers, high public holiday bonuses, and birthday gift, employee service award up to $1,000 for employees with 3+ years.
• Attractive AON healthcare coverage including health and accident insurance in addition to basic insurances regulated by the Labor Code. Annual company summer vacation and team-building budget.
• Potential opportunities for onsite work for international projects abroad.
• Organized training and a support in building your career.
• English-speaking, international and professional work environment: working with expatriates from a number of countries, state of the art working space with a wonderful view over the city skyline, modern facilities include computer dual 23.5” screens running recent versions of Windows 10, MS Office 2016, and Visual Studio, work station with 16 GB Ram, 256 GB SSD.
• Western management style that is professional, dynamic, open minded, creative, supportive, friendly and encouraging feedback.
• Company Management that regularly communicates Company’s strategy, development plan and new opportunities to employees.
• An active workplace with many activities provided by the company and the Trade Union.
• Diversified social and charity activities often organized by NICEF, Niteco Charity Engagement Foundation, to create opportunities for our young employees to raise funds and help people with difficulties in Vietnam.
• Physical care environment where you are taken care, feeling relaxed and enjoying lots of leisure activities clubs such like badminton, ping pong, football, dancing, etc.

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Hanoi Head office: CLand Tower, 156 Xa Dan II, 14th Floor, Dong Da District, Hanoi, Vietnam; Ho Chi Minh City Office: Unit 2.3, 2nd floor, Etown 1, 364 Cong Hoa street, Tan Binh District, HCMC, Vietnam
100-499 staffs
HR Department


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