Service Engineer

Your tasks

• Provide first-level support and handle client inquiries, incidents, and service requests.
• Monitor system, network, and application performance and respond to alerts.
• Manage tickets, ensuring accurate updates and SLA compliance.
• Perform initial troubleshooting for network, system, application, and access issues.
• Escalate and coordinate incidents with relevant teams when needed.
• Execute routine operational checks and maintenance activities.
• Communicate incident status and updates to clients and stakeholders.
• Maintain operational documentation and support shift handovers.
• Contribute to service improvement through problem analysis, automation, and process optimization.

Requirements

• Minimum Diploma in IT, Computer Science, Telecommunications, or a related field.
• Minimum 2 years of experience in technical support, helpdesk, or IT operations.
• Willing to work in a 24/7 rotating shift environment.
• Experience with monitoring, ticket management, incident handling, and escalation.
• Good understanding of networking concepts, including TCP/IP, DNS, VPN, routing, and firewalls.
• Familiar with network devices, Windows/Linux systems, and application troubleshooting.
• Knowledge of cloud platforms, containers, and monitoring tools is a plus.
• Knowledge of telecommunications networks and routing protocols is an advantage.
• Strong communication, documentation, and problem-solving skills.
• Eager to learn new technologies, including AI-powered tools.
• Preferably based in North Sumatra.