Associate Managed Services Engineer

Technical Support Hanoi, Vietnam


Description

We’re starting a new chapter as a combined business with Optimizely as we proudly join forces to create a new wave of digital leaders by transforming digital experience creation and optimization. In September 2021 we will move forward as a combined business under the name Optimizely. 

Episerver is consistently ranked as a market leader in digital experience creation, supporting the digital journeys of 9,000+ global brands, while Optimizely is the world’s leader in experience optimization. Combined, these two powerhouses create the most advanced digital experience platform in the industry. Together our mission is simple; we empower people to unlock their digital potential by giving them the tools and the confidence they need to operate freely so that they can create and optimize digital experiences that result in outsized outcomes for businesses and people. 

The scale of our product has created tremendous potential for growth with Episerver + Optimizely – growth of teams, growth of influence, and growth of personal careers. If you are looking to work on the next generation of digital technologies in a fast-paced, hyper-growth environment, apply! We’re just getting started...

Responsibilities:

  • Management of data integrity across multiple Managed Services systems including but not limited to:
    • Pingdom Alerts
    • Zendesk CMDB entries
    • PaaS Portal project hostname entries
    • Other systems as identified
    • DXP Azure databases
    • Service Desk processes and procedures in Wiki
  • Regular auditing of data present in above systems
  • Regular data clean up of data identified as being out of date/inaccurate based on audits
  • Creation and/or modification/updating of documentation for above systems and procedures
  • Work on data integrity related assignments on request by lead/manager
  • Document all Service Desk rules/processes when they are communicated via a variety of channels such as Teams, email, verbal meeting in a dedicated Service Desk wiki space
  • Act as a focal point for Service Desk team for any questions/concerns related to working process for all items within the scope of this role
  • Work on assigned service tickets and work through to successful resolution while meeting or exceeding all service level and customer satisfaction objectives.
  • Learn fundamental operations of commonly used software, hardware, and other equipment.
  • Follow standard departmental operating procedures; including accurately logging and updating all service tickets using the defined tracking software and utilizing handover and escalation processes.
  • Individually contribute to the team’s meeting or exceeding their service KPIs.
  • Participate in regularly scheduled handover and triage meetings.
  • Complete assigned training and adhere to compliance requirements.
  • Embrace and promote continuous improvement efforts
  • Demonstrate flexibility to work any shift including weekends.
Knowledge Requirements and Experience:
  • English language proficiency (C1 at least).
  • Minimum 1 to 3 years operational experience in one or more of the following skills or environments:
    • Fast paced, high transaction NOC, Data Center or Managed Hosting environment
    • Microsoft Azure Services
    • Supporting web based applications
    • Systems Administration experience with Windows Server, SQL Server and/or IIS
    • Virtualization Software and Services
    • Application and Data Security
    • Amazon Web Services (AWS)
    • CDN services
    • Advanced Microsoft Excel experience (e.g Pivot table, create chart/diagram, functions to manipulate data)
Educational Requirements:
  • Bachelor’s degree in Computer Science, IT or Telecommunication, or equivalent working experience.
Profile/Qualities:
  • Must possess a sense of urgency and passion for customer service.
  • Proficient written and verbal communications skills.
  • Strong troubleshooting and analytical skills.
  • Good organizational skills.
  • Flexibility to occasionally work outside normal business hours including weekends.