Nova Hotels & Resorts World

- Receive inbound requests through channels: Email, Teams, ticket system.

- First level of ticket diagnosis to resolve the ticket or escalate to L2 or appropriate person/group support.

- Monitor system performance and alerts in real-time, taking immediate action on any anomalies or issues.

- Logs, categories, priorities, tracks, and routes issue.

- Support tracks tickets until successfully resolved.

- Utilise and update the knowledge base with new solutions and troubleshooting steps-based on resolved incidents.

- Update ticket’s status frequently to users and relevant stakeholders follow SLA.

- Collect and document feedback from drivers and customers on support experiences and common issues.

- Generate regular reports on support metrics, including call volumes, response times,resolution times, and customer satisfaction.

- Report to Team Leader.

- Have 1-3 years of experience in IT Support position.

- Experience in using ticketing systems (Jira) and remote support tools.

- Familiarity with various operating systems (Windows, macOS) and software applications.

- Experience in network, server, database, and application monitoring.

- Experience with cloud platforms and monitoring tools (Guanche, Grafana, Zabbix...).

- Ability to resolve technical basic issues and provide remote support, incoming incident scan be resolved by the L1 support.

- Good communication skills.

- Be able to solve technical problems for non-specialists.

- Ability to work independently and as part of a team.

- Intermediate English communication and writing.

- Competitive salary, negotiable based on qualifications.
- 13th month salary and periodic bonus packages: Performance bonus every month, holiday bonus April 30, September 2 based on seniority.
- Salary review once a year or when there is excellent performance.
- FPT Care social insurance and health insurance for employees.
- Regular and free training programs help employees improve their own capabilities.
- Opportunity to work with big customers around the world, advanced technology, personal development...
- Open, democratic working environment, typical of FPT culture.