IT Support Specialist

ABOUT THE ROLE

Crossian is a high-growth technology-driven e-commerce business. Behind our success is our people. As a start-up formed in 2020, we have created a fast-paced and dynamic environment, enabling our people to reach a cumulative average growth rate of over 700% in just under 4 years. Our mission now is to build direct-to-consumer brands and increase customer LTV.

Position overview:

As part of Technology Innovations CoE - supervised by the Engineering Manager & advised by the firm's CTO, you'll also check in with the team daily on the project, collecting information from other products to remain in sync with the entire eco-system in an Agile mindset & strong-Tech Startup environment culture. (Silicon Valley style Tech-startup)

We are creating a comprehensive Cross-border eCommerce Platform that features solutions for Storefront, Payment Gateway, Inventory, Catalogs, Logistics, Marketing Insights, CRM... Here are some examples:

- Develop a Storefront solution.

- Centralize payment gateways for managing transactions and after payment business (such as: refund, chargebacks, claims, inquiry,..).

- Integrate various 3rd services to operate a complete supply-chain system including inventory, catalogs, logistics tracking, and more...

- Convert raw data from marketing campaigns, transactions, user behavior, etc. into insights beneficial and significant for business operations.

- Plus, numerous other opportunities await your input.

We are seeking IT Support Specialists to ensure 24/7 operational excellence of our systems, collaborate on troubleshooting, and provide 1st level support to our internal and external users. This team will play a critical role in monitoring system health across various dashboards including Grafana and AWS, liaising with 3rd-party cloud providers, and ensuring the robustness of our office network and devices.

WHAT YOU WILL DO

- System and Infrastructure Monitoring: Actively monitor system dashboards, Slack alerts, infra boards on Grafana, AWS, and other 3rd-party cloud services. This proactive approach aims to identify and address issues before they impact operations.

- Platform End-user Support: Watch over communication channels, including Slack and Phone, to promptly handle 1st-level requests with efficiency and escalate complex issues to the Tech team for 2nd and 3rd-level support resolution.

- Office Infrastructure Support: Ensure the reliability and security of the office network infrastructure, including Wi-Fi, routers, and switches. Troubleshoot and resolve issues related to office hardware, such as printers, laptops, and TVs, to minimize downtime and support productivity.

- Software and Applications Support: Provide comprehensive support for office software and applications, assisting end users with troubleshooting, updates, and optimal usage practices. Manage user access to software, and ensure the smooth operation of all office productivity tools.

- After-Hours Monitor & Support: Participate in the rotation for monitoring systems during holidays and out-of-office hours. This commitment guarantees continuous system reliability, ensuring that our eCommerce platform remains operational at all times.

- Daily Monitoring and Reporting: Generate and analyze daily monitoring reports to identify trends and areas for system improvement. This ongoing analysis is vital for continually enhancing the stability and performance of our IT infrastructure.

- End-User Training and Support: Conduct training sessions for internal users to promote IT literacy and ensure efficient use of office technology and software. Develop and maintain user guides and FAQs to empower users with self-service troubleshooting options, enhancing their ability to resolve minor issues independently.

- Documentation and Knowledge Sharing: Document support activities, resolutions, and preventative measures. This effort contributes to a growing knowledge base, enhancing our ability to quickly address future issues and share insights within the team.

- Team Collaboration: Work collaboratively within a team of IT Support Specialists. This unified approach ensures comprehensive coverage and swift resolution of technical issues, leveraging the collective expertise of the team.

WHAT WE ARE LOOKING FOR

- Educational Background: Associate's degree in Information Technology, Computer Science, or a related field. This foundation is essential for understanding the technical aspects of the role.

- Experience: A minimum of 6 months in IT Support or a related role. This experience should reflect the ability to manage and resolve technical issues efficiently.

- Problem-Solving Skills: Strong analytical and decision-making abilities. Candidates must demonstrate a knack for tackling complex problems and finding effective solutions.

- Communication Proficiency: Excellent verbal and written communication skills in English. Being able to convey technical guidance clearly to non-technical stakeholders is crucial.

- Teamwork and Independence: The capability to work well both independently and as part of a team. This balance is vital in a fast-paced tech environment.

- Flexibility: Willingness to work in shifts, including nights, weekends, and holidays, to support our 24/7 operation needs. This flexibility ensures that our systems remain reliable around the clock.

- Preferred (but not required)

+ Cloud Infrastructure Knowledge: Familiarity with cloud services (e.g., AWS, Azure, Google Cloud). While not mandatory, this skill set is highly beneficial for monitoring and managing our cloud-based resources.

+ DevOps Practices: Understanding of DevOps principles and tools. Candidates with this knowledge can contribute to the improvement of our deployment and operations processes.

+ Coding Proficiency: Ability to write scripts or simple programs to automate tasks or resolve issues. Coding skills in languages such as Python, Bash, or PowerShell are advantageous but not required.

+ Data Analysis: Skills in analyzing system data to identify trends and potential improvements. Experience with data analysis tools and methodologies would be a plus, enabling more informed decision-making.

This role is a fantastic opportunity for individuals looking to deepen their experience in tech support within a vibrant and fast-growing tech startup environment. Join us at Crossian LLC and be a part of our mission to redefine cross-border eCommerce.

WHAT YOU CAN EXPECT

At Crossian, our people are the key to our success. We believe in creating an attractive total compensation package (TCP) that not only retains employees but allows them to excel in their profession. These include:

- Competitive gross salary

- Full salary during probation

- Guaranteed 13th month salary

- Quarterly bonus & Year-end bonus as part of our profit sharing program

- 12 days work-from-home & 12 days of paid annual leave

- Global health insurance package for yourself and direct family members

- A Pantry & a Crossian Cafe stocked with goodies, ready to serve

- Lots of other company benefits including 5-star annual company trip, budget for frequent team building activities and other monthly / quarterly / annual company events

- General company T&D Program + dedicated T&D budget for managers

- Other benefits in accordance to Company's Policy and Vietnam Labor Laws

Please note, we thank all applicants for their interest, however, only those candidates selected for interviews will be contacted.