L3 Application Support Engineer (Good English)

About usA subsidiary of the FPT Group, FPT Software is known as a leading global information technology service provider headquartered in Vietnam. With over 30,000 employees working in 83 offices across 30 countries on five continents, FPT Software consistently delivers the best solutions to more than 1000 clients, including 100 Fortune 500 companies. Placing human resources as the cornerstone of its achievements, employee experience is our top priority in continually creating an innovative, open, and enjoyable work environment for every member.In 2023, FPT Software officially made its mark on the global billion-dollar company list. This is evidence of the talent and efforts of multiple generations of employees at FPT Software.Why not explore your potential and embark on a brilliant journey with us?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 departmentsWorking hour: (Work in Shift)• 1AM – 9AM (VNT) from Monday to Friday