O365 Support Engineer (From 18mil - Nightshift - Open to Fresher)

We are, iTechwx, established in mid-2022, with over 700 employees across 3 offices within Ho Chi Minh City and 1 office in Ha Noi City. iTechwx dedicates the One-Stop Digital Transformation Service to our customers. Renowned for delivering premium IT outsourcing services exclusively tailored for Microsoft clients for 4 products: Microsoft Dynamics 365, Microsoft Azure, Microsoft Windows Commercial, and Microsoft Office 365.  Are you passionate about helping others and have a deep understanding of Microsoft Office 365?  Microsoft Office 365 (O365) is a cloud-based productivity suite that includes tools like Word, Excel, and Teams. It enables seamless collaboration, secure cloud storage, and remote access, making it ideal for modern businesses.  We're seeking a talented Technical Support Engineer to join our growing team! In this role, you'll leverage your expertise in Microsoft Office 365 (M365) to troubleshoot and resolve customer issues, ensuring a smooth and successful user experience.Responsibilities 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.   Requirements Open to Freshers & Non-Tech backgrounds – only requires fluency in English (~IELTS Speaking 6.5+).  Outstanding customer service skills, emphasizing empathy, patience, and active listening.  Passion for technology and a desire to learn and grow within the IT industry.  Strong problem-solving and analytical skills.  Having a background or working experience in IT/Technical/Engineering/Networking & IT/Cybersecurity & Cloud Security/Automation is an advantage.  Shift Availability:   Fixed Night Shift during 10PM – 7AM  9 hours/day (including 1-hour break), 5 days/week (2 non-fixed days off)  Holiday shifts will be registered in advance  Any shift or schedule changes will be notified by the department head Benefits Salary at 100% during the probationary period.  90% contribution of the gross salary to social insurance.  An employee who works at night (10 PM-6 AM) will be paid an additional amount of 30% of the normal salary + PVI insurance + 500,000 VND food allowance.  Training offered  20 days leave (12 days of annual leave and 8 days of sick leave)   Full working equipment will be provided.  Annual Health Checkup for employees who have worked for at least 6 months from the date of signing the official labor contract.  Activities: Birthday party, Employee engagement activities.  Salary range: 18.000.000 - 24.000.000 Gross  Locations: 8th Floor, Lancaster Luminaire Building, 1152-1154 Lang Street, Lang Thuong Ward, Dong Da District, Hanoi City  Recruitment ProgressRound 1Technical InterviewRound 2Technical Assessment