IT Technical Support
Machine translation — original language: German.Show original
Responsibilities
- Resolve the majority of tickets independently, including cases outside the runbook
- Troubleshoot via log analysis & reproduction in a test environment
- Write KB articles for every new solution
- Maintain team SLA compliance
Qualifications
- Troubleshooting basics: reading logs, replicating issues, isolating problems
- Familiar with ticketing tools (Jira Service Management, Zendesk, Freshdesk, ServiceNow)
- Clear written communication & empathy towards users
- Good Indonesian & English
Added Value
- Resolving tickets independently via log analysis, including those outside the runbook
- Writing easy-to-understand KB articles
- SQL & monitoring tools (Grafana, Datadog)
- Data reconciliation experience
- ITIL Foundation & KCS methodology certifications
- Experience with BUMN/enterprise clients with formal SLAs
Skills: Linux, Technical Support, SQL, Jira Service Management, Customer Service, Troubleshooting