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Support Analyst – Job Description
Support Analyst - Job Description (Helpdesk)
About New Ocean IS
- At New Ocean IS, we develop and maintain enterprise software solutions for international clients, supporting complex business operations that require both technical and business understanding
- We are hiring an Application Support Analyst to handle user support, troubleshoot application issues, analyze system behavior, and work closely with BA, Developers, QC, and PM to ensure stable operations.
- This role is suitable for candidates with at least 1 year of experience in Application/IT Helpdesk or Application Support who enjoy problem-solving and working with business systems, with opportunities to develop Business Analysis skills over time.
User Support & Issue Investigation
- Receive, investigate, and respond to user questions, incidents, and support requests.
- Analyze reported issues by understanding business scenarios and system behavior.
- Reproduce issues, identify possible root causes, and collect sufficient information before escalating.
- Communicate investigation progress and resolutions clearly and professionally to users.
Business & System Understanding
- Learn the product’s business workflows, business rules, and system processes.
- Understand how different modules interact to support day-to-day business operations.
- Assist in analyzing change requests and simple business requirements when needed.
- Use AI tools to improve analysis, investigation, and documentation while ensuring accuracy and quality.
Collaboration
- Work closely with Business Analysts, Developers, QC, and Project Managers to resolve issues efficiently.
- Participate in requirement clarification and solution discussions.
- Act as a communication bridge between users and the technical team.
- Escalate complex issues with clear analysis and supporting evidence.
System & Data Analysis
- Use SQL to verify data and support issue investigation.
- Analyze application data and business logic to identify and validate issues.
- Assist in verifying fixes before deployment.
Documentation & Quality
- Update system documentation and business rules when required.
- Support QC and UAT by clarifying expected system behavior and business rules.
- Contribute to improving documentation quality and consistency throughout the project.
Technical Skills
- Bachelor’s degree in Information Technology, Business Information Systems, Finance/Accounting, or a related field.
- At least 1.5 year of experience in Application Helpdesk, IT Helpdesk, Application Support, or a similar role.
- Experience supporting enterprise or business applications.
- Basic understanding of the Software Development Life Cycle (SDLC).
- Basic SQL skills for data verification and issue investigation.
- Strong analytical and logical thinking skills.
- Good written and spoken English.
Nice To Have
- Experience with Jira, Confluence, or similar collaboration tools.
- Basic understanding of databases, APIs, or web applications.
- Exposure to software testing, business analysis, or requirement analysis.
- Experience using AI tools to improve productivity, investigation, and documentation.
Communication & Working Arrangement
- Comfortable collaborating with international teams.
- Willing to participate in evening meetings with overseas stakeholders approximately 2-3 times per week.
- Able to communicate clearly, ask effective questions, and provide timely updates.
- Able to work independently while collaborating effectively within a team.
Personal Skills
- Strong customer service mindset with excellent communication skills.
- Detail-oriented, analytical, and proactive.
- Strong problem-solving and troubleshooting abilities.
- Fast learner who adapts well to new business domains and changing priorities.
- Responsible, organized, and able to manage multiple tasks effectively.
- Positive attitude and willingness to continuously learn and improve.
Insurance & Salary
- Vietnam labor regulations
- Healthy Insurance
- Competitive and high salary
- Review salary twice a year (April and October (exceptional))
- 13th month-salary
- Reward of the end the year
- Raised on for achieving English and Technical certificates
Career Development & Training
- Career Path clearly
- Projects in many domain
- Everyone is willing to support each other.
- Trained soft skills and SCRUM/Agile
- Taking part in a clear, pre-defined training path along the career path on Microsoft Learning platform, PluralSight, etc.
- Evaluating skill progress via courses’ exams
- Utilize unlimited courses on training platforms to broaden your own knowledge and competency
- Real environment provided (Cloud credit, software/tools licenses, etc.) for R&D and practice
Extra Activities
- Office happy hours, Teambuilding, Company trip, Wedding, Birthday, …
- Sport clubs: soccer, badminton, games, …
- Only one – round: about 90 minutes (HR and Technical Department);
- Interview Address: 51 Hoang Viet, Tan Binh, Ho Chi Minh
Please send your CV to rec[@]nois[.]vn to proceed or contact +84 28 6681 0782 (HR Dept) for more information.