IT Support O365 - HN (English Fluent - Day Shift - Offer Up To 24M)

• Review issues and contact customers to understand technical issues. Ensures customers stay informed as to the status/solution of their issue. Utilizes troubleshooting tools (e.g., event logs, and 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 for 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.
• Attends readiness training and non-technical training 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.
• Attends case triage meetings or case discussions to collaborate and share ideas to resolve problems.

Communication & Interpersonal Skills:

• Advanced English proficiency (equivalent to IELTS 6.5 or higher).
• Outstanding customer service skills, emphasizing empathy, patience, and active listening.

Professional Attributes:

• Passion for technology and a desire to learn and grow within the IT industry.
• Strong problem-solving and analytical skills.
• Ability to work independently and as part of a team.
• Adaptability and flexibility to work in a fast-paced environment.

Shift Availability:Available to work rotating shifts from 6AM-10PM determined by the manager.

Working day: 5 shifts per week, and 2 flexible days off.Willing to work during Tet and holidays assigned by the manager.