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Managed Services Engineer

Date: May 13, 2022

Location: Hanoi, Vietnam

Company: Optimizely

Optimizely is focused on unlocking digital potential and we are the recognized category leader in Digital Experience Platform (DXP) and created the category for A/B Testing and experimentation software. We have incredible customers – isn’t that one of the most important aspects of looking for your next job? Optimizely has over 9,000 brands from global organizations such as Visa, Sky, Yamaha, Wall Street Journal to tech innovators like Atlassian, DocuSign, FitBit and Zillow.

 

Not only are we financially sound and growing but we have unicorn status: Exceeded $300M in revenue in 2020, is profitable already, and has all strategic options ahead of itself. Optimizely continues to invest and addresses a market opportunity north of $30 billion, providing significant personal career growth opportunities.

 

We are an inclusive culture with a global team of 1200+ people across the US, Europe, Australia, and Vietnam. We blend European and American business culture with emphasis on teamwork, inclusion, and moving fast. People make the difference!

 

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...

Introduction

The Managed Services Engineer is part of Optimizely’s Technical Support Services (TSS) team. The TSS team provides high service availability and responsive service desk support to Optimizely’s hosted and cloud customers. This may include fulfilling service requests, resolving incidents, or performing provisioning and customer onboarding activities. The position requires the right blend of technical depth, breadth, experience, and process awareness to handle the day-to-day responsibilities of these offerings. what they do best.

Job Responsibilities

Respond to 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.
Effectively prioritize and manage individual service ticket queues
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 while providing feedback and input.
Contribute with feedback to improve existing KB articles, faqs, and documentation.
Demonstrate flexibility to work any shift, including weekends and be on call outside of standard business hours.

Knowledge and Experience

English language proficiency (C1 at least).
Minimum 3+ years operational experience in the following areas:
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, IIS, and/or Cluster Services
Virtualization Software and Services
Application and Data Security
Amazon Web Services (AWS)
CDN services
Load Balancing technologies
Firewall technologies
ITIL foundation training and certification preferred.
Must possess a sense of urgency and passion for customer service.
Strong written and verbal communications skills.
Superb troubleshooting and analytical skills.
Must demonstrate the ability to address problems quickly.
Ability to work independently with minimal supervision while focused on delivering results set forth by management.  
Excellent organizational skills.
Ability to handle and prioritize multiple tasks while maintaining attention to detail.
Flexibility to occasionally work outside regular business hours, including weekends.

Education

Bachelor's degree in Computer Science, IT or Telecommunication preferred or equivalent working experience

Competencies

Displaying Technical Expertise
Solving Complex Problems
Managing Time
Communicating Effectively
Attentive Listening

Optimizely is committed to a diverse and inclusive workplace. Optimizely is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status.

 

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