Support Engineer L3
Klik Digital Sinergi
- South Jakarta, Indonesia40C, RT06/RW01, Jalan Buncit Raya, Duren Tiga Kel., Pancoran, South Jakarta, DKI Jakarta, IndonesiaSouth JakartaDKI JakartaIndonesiaIndonesia
- Full timeFULL_TIME
Posted 13 days ago and deadline of application is on 6 Jun
Recruiter was hiring 4 days ago
2025-04-08T04:04:29.998856+00:002025-06-06T17:00:00+00:00Job Description
- Manage all request ticket
- Sharing knowledge to handover daily operation tasks
- Providing data for audit for tower scope
- Semi-annually preventive maintenance
- Technology roadmap and update (Development Roadmap)
- Performance management
- Software fixing (Fixing error because of system fault or system defective)
- Resolving problem
- Problem root cause analysis
- Perform software fixing and update relate to application to prevent incident or services crash
- Coordinate with L1 or L2 support relate to upgrade plan
- Implement upgrade activity based on MOP and ensure IT service stability
- Do post implementation review for any error happened
- Perform regular maintenance to prevent service crash or incident relate to application
- Update software or firmware or patch if needed based on principal recommendation
- Manage capacity and system readiness relate to application
- Perform improvements based on preventive maintenance
- Manage unknown recurring incident or issue related to application and perform root cause analysis to identify RCA within SLA
- Communicate with stakeholder through email, phone or media chat (Whatsapp, Telegram) or more information needed
- Perform periodic technology update and performance review regarding system performance relate to application
- Perform deep analysis if any degraded performance happened
- Escalate any problem to Principal team for any findings during performance assessment activity
- Regular technology update and knowledge sharing session relate application
- Implement monitor and alert to improve observability based on service defined characteristics.
- Managing service reliability on daily operation and deliver process with safer deployment flow and high observability monitoring.
- Documenting crucial operation activity and service documentation as knowledge base.
- Proactively log a request, incident, and problem occurred on managed service as ticket and manage in ticketing system.
Minimum Qualifications
- Bachelor’s degree in Information Technology, Computer Science, Computer Engineering, Information Systems
- Having experience in Application Support/Software Engineer min 2+ years
- Ability to define service/application metrics characteristic
- Understanding of monitoring observability and early warning alerting
- Having documentation and progress tracking habit
- Experience with managing knowledge base and ticketing
- Familiar with automation process
- Willing to work 24/7 on call duties
- Strong SQL and data manipulation experience
- Strong communication skills (written and verbal) with the ability to understand complex problems and explain them clearly
- Experience with relational databases (e.g MySQL, Oracle)
- Experience developing/integrating/testing Rest API (Json, XML)
- Experience with Java, Golang, NodeJS, PHP
- Having analyst skill and understand of Systems Development Life Cycle (SDLC)
- Having knowledge with ITIL is a plus
- Strong analytical and planning skills
- Excellent problem-solving
- Good knowledge on software configuration management systems
- Ability to assess the current processes, identify improvement areas and suggest the technology solutions
- Client interfacing skills
- Strong knowledge of Linux system administration and operation
- Respond to customer inquiries and support requests via phone, email or chat
- Strong technical background with excellent problem solving and multitasking skills
- High availability and commitment to customers at any time
- Relentless for identifying and fixing root cause of the problems
Jobs Summary
- Job Level
- Entry Level / Junior, Apprentice
- Job Category
- IT and Software
- Educational Requirement
- Bachelor's degree graduate
- Office Address
- Jl. Buncit Raya 40B, Kel. Duren Tiga, Jakarta - Indonesia 12760, Pancoran, Daerah Khusus Ibukota Jakarta, Indonesia
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About Klik Digital Sinergi
Klik Digital Sinergi is principal application product. KDIGITAL has products for the SMB and retail markets running on top of the cloud system. KDIGITAL provides Digital Transformation Solutions and Services for our Client and Partners. KDIGITAL solution and services ranged from ideation and design to managed services