24/7 Japanese-speaking Service Desk Engineer (HCMC, Da Nang)
On-siteHo Chi Minh City, Ho Chi Minh City (HCMC), Vietnam or Da Nang, Da Nang City, Vietnam
Job Summary
Monitor application alerts, incidents, and service requests on a 24x7 rotational shift basis. Perform initial ticket triage, categorization, prioritization, and assignment to appropriate support teams. Provide first-level troubleshooting and resolution for standard operational issues following defined SOPs and knowledge articles. Ensure timely incident acknowledgment, response, escalation, and communication in accordance with SLA requirements. Track and update ticket status regularly, maintaining accurate documentation of actions taken and resolutions provided. Coordinate with L2 teams, business users, and stakeholders to ensure prompt issue resolution and uninterrupted service availability.
Required Qualifications
- Bachelor's degree in Japanese Language, Information Technology, Computer Science, Engineering, or related disciplines
- At least 2 years of experience in IT Support, Service Desk, Help Desk, Technical Support, or customer-facing operational support roles
- Strong Japanese speaking and listening skills (JLPT N2 or above)
- Be comfortable participating in meetings and handling calls with Japanese users and stakeholders
- Strong customer service, communication, and problem-solving skills
- Available to work in one of the following shifts: 06:00 ~ 14:00 / 14:00 ~ 22:00 / 22:00 ~ 06:00 (8hrs each)
Desired Qualifications
- Experience with ticketing systems, incident management processes, and SLA-driven environments is preferred
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