L2 Customer Support Engineer
Job Description
– Provide L2 IT support, investigating and resolving application incidents, including integration-related issues.
– Handle service requests such as user account/access changes, hardware warranty claims, and license management.
– Administer and troubleshoot Microsoft 365 and Entra ID environments, including identity and access management.
– Perform log analysis and structured troubleshooting to identify and resolve technical issues.
– Manage tickets, maintain accurate documentation, and ensure SLA compliance.
– Coordinate with vendors and internal teams for issue escalation and resolution.
– Support root cause analysis (RCA) and contribute to continuous improvement of IT support processes.
– Work directly with Australian clients, providing clear and professional technical communication.
– Develop technical capabilities towards taking on L3-level support responsibilities.
Requirements
– 2+ years of experience in a tiered or managed IT support environment, preferably in an L2 role.
– Hands-on experience with ITSM tools, including ticketing, SLA tracking, and incident management.
– Strong knowledge of Microsoft 365 and Entra ID administration.
– Experience in identity, access, and license management.
– Proficiency in log analysis, troubleshooting, and structured problem-solving.
– Good understanding of cloud, identity, and security fundamentals.
– Familiarity with RCA methodology and vendor escalation processes is a plus.
– Strong English communication skills, with confidence working directly with Australian clients.
– Technical background and willingness to grow into L3 responsibilities.
Benefits
At SmartOSC, we offer the best to your values:
– Attractive salary package
– Salary review twice a year
– Flexible working hours (between 7:30am – 7:30pm on staff’s preference)
– Premium health care
– Working in one of the largest digital transformation agencies in Asia – Professional English environment
– Firm’s Certified Qualifications Sponsorship for career development
– Annual company trip inside or outside Vietnam
– Other fun activities: happy hour, quarterly team building, football club, yoga club, swimming club, charity activities, etc.
– Free entertainment parties: Birthday party, Anniversary party, Sum-up Party, Year-End Party, etc
Note: By submitting your resume for this position, you acknowledge and consent that the Company may collect, use, store, disclose (where necessary), and otherwise process your personal data for recruitment-related purposes, including evaluating your application, communicating with you, and making hiring decisions. Your personal data may be shared with relevant third parties involved in the recruitment process on a need-to-know basis. You acknowledge and consent that the Company shall retain your personal data for as long as necessary to fulfill the above purposes or to comply with applicable legal obligations. Where permitted by applicable law, you may submit a written request for the deletion of your personal data.
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