L3 Application Support Engineer (Good English) – Up to $2500
FPT Software
[HCM]Lô T2, đường D1, khu Công nghệ cao, Quận 9, Tp.Hồ Chí Minh; [HN]Tòa nhà FPT, 17 Duy Tân, Cầu Giấy, Hà Nội; [DN] Tòa Nhà FPT Complex, Đường Nam Kỳ Khởi Nghĩa, Phường Hoà Hải, Quận Ngũ Hành Sơn, TP Đà Nẵng
Còn 1 tuần để ứng tuyển
Chi tiết tuyển dụng
Mức lương:
Thỏa thuận
Khu vực:
Khánh Hòa
Chức vụ:
Nhân viên
Hình thức làm việc:
Toàn thời gian
Lĩnh vực:
Khác
Mô tả công việc
Job Overview
• Under the direction of the Technical leader, the L3 Engineering is the final escalation point within the Technology Support department. Technical issues that cannot be resolved by Levels 1 & 2 support staff are escalated to the Tier-3 Support Technician. The Tier-3 Technician is capable of troubleshooting and resolving the most difficult and complicated issues. This position works closely with the Technology Engineering team. Tier-3 Support Technicians are required to provide clear and concise communication with all forms of client and internal interactions.
Responsibilities
• Primary escalation points technology issues that are unable to be resolved by Tier-1 and Tier-2 support staff
• Responsible for advanced troubleshooting of supported services
• Provide training to Tier-1 and Tier-2 Support Technicians
• Responsible for escalating issues that are unable to be resolved by Tier-3 to the appropriate Technology Engineer.
• Act as a backup for Tier-2 Support Technicians
• Documenting interactions in Production Support Jira Project
• Documenting support-related processes and procedures (SOP)
• Maintaining Service Level Agreements (SLA) on tickets in the Production Support Jira Project
• Accurately documenting and classifying client requests and incidents
• Providing courteous and professional communication with clients and internal departments
Working hour: (Work in Shift)
• 1AM – 9AM (VNT) from Monday to Friday
• Under the direction of the Technical leader, the L3 Engineering is the final escalation point within the Technology Support department. Technical issues that cannot be resolved by Levels 1 & 2 support staff are escalated to the Tier-3 Support Technician. The Tier-3 Technician is capable of troubleshooting and resolving the most difficult and complicated issues. This position works closely with the Technology Engineering team. Tier-3 Support Technicians are required to provide clear and concise communication with all forms of client and internal interactions.
Responsibilities
• Primary escalation points technology issues that are unable to be resolved by Tier-1 and Tier-2 support staff
• Responsible for advanced troubleshooting of supported services
• Provide training to Tier-1 and Tier-2 Support Technicians
• Responsible for escalating issues that are unable to be resolved by Tier-3 to the appropriate Technology Engineer.
• Act as a backup for Tier-2 Support Technicians
• Documenting interactions in Production Support Jira Project
• Documenting support-related processes and procedures (SOP)
• Maintaining Service Level Agreements (SLA) on tickets in the Production Support Jira Project
• Accurately documenting and classifying client requests and incidents
• Providing courteous and professional communication with clients and internal departments
Working hour: (Work in Shift)
• 1AM – 9AM (VNT) from Monday to Friday
Quyền lợi được hưởng
Attractive salary. Performance-based award, signing bonus upto 30M
Yêu cầu kỹ năng
JavaScript ES6, Testing, AWS, Python, TypeScript