• Reviews issues and contacts customers to understand issues. Ensure customers stay informed as to the status/solution of their issue. Utilizes troubleshooting tools (e.g., event logs, performance traces) to help resolve customer issues.

• Resolves or escalates multiple and varied customer issues. Documents technical work and research.

• Analyzes problems and develops solutions to meet customer needs using log analysis and other proprietary tools.

• Collaborates on cross-team and cross-product technical issues by working with resources from other groups as needed to resolve moderately complex customer issues. Readiness

• Attends readiness trainings and non-technical trainings to ensure that they become proficient in support topics. Product/Process Improvement

• Provides feedback to improve products to more senior engineers or technical advisors.

• Identifies potential defects and escalates to more senior engineers to resolve.

• Uses automated tools to deliver solutions for a wide range of issues. Provides feedback on how to improve automated tools.

• Follows processes provided by the business.

• Attends case triage meetings and/or case discussions to collaborate and share ideas to resolve problems.

• Bachelor's degree in computing science or an IT-related field or has a strong interest in IT field and self-learned computer language and basics.

• Demonstrate strong customer service attributes

• Exhibit analysis, problem resolution, judgement and decision-making skills in order to assist customer with their technical issue

• Knowing about some C#/C++/Java or other programming language is preferable.

• Past experience of support professional in IT field or IT technical Consultant will add extra points.

• Microsoft Dynamics 365 CE Experience would be beneficial but not essential.

• Having knowledge of other Microsoft stack technologies would be appropriate instead (such as SQL Server, IIS, ADFS, Visual Studio).

• English Language: confident in reading, writing and speaking.

• Competitive salary depending on experience

• Social insurance, health insurance policies, and other benefits in accordance with the Labor Code

• 12 days of annual leave, 8 days of sick leave, 1 periodical medical examination/year

• For employees working night shift: PVI insurance and 500.000 VND/month as food allowance

• Working hours: 7 AM - 4 PM, 3 AM - 12 PM, 11 PM - 8 AM (included 1 hour of break) (Rotation is required)

• Working 5 days a week with 2 unfixed days off (Schedule will be arranged by Head of Department)

• 100% on-site

• Opportunities for professional growth

The Technical Support Engineer’s primary focus will be ensuring that all Microsoft customers are very satisfied with the e ectiveness and e ciency 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 e ectively 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.