Customer Support Engineer - Technology Company Based in Jakarta

Customer Support Engineer
Location: Jakarta, Indonesia

Our client, a technology company based in Jakarta, is hiring a Customer Support Engineer.

The Customer Support Engineer is responsible for providing first-line technical support to the company’s clients. This role involves troubleshooting basic technical issues, managing service requests, and ensuring the efficient and effective resolution of problems. The ideal candidate will possess excellent communication skills, a solid understanding of the company’s solutions, related infrastructure, and software, as well as a proactive approach to problem-solving, attention to detail, and outstanding analytical abilities.

Key Responsibilities

1. Technical Support

• Monitor system performance, availability, and vulnerabilities.
• Provide first-level support for hardware, software, network, and application issues.
• Respond to service requests via phone, email, or in-person in a timely and professional manner.
• Diagnose and resolve technical issues related to the client’s CLS solution suite.
• Escalate complex issues to upper-level teams or appropriate departments as necessary.
• Collaborate with vendors and service providers to ensure third-party support for equipment, software, and services.
• Maintain an excellent relationship with customers at all times.

2. Incident Management

• Record and track incidents and service requests using the company’s ticketing system.
• Ensure all issues are documented, prioritized, and addressed according to established service levels.
• Follow up with users to ensure issues are resolved and customer satisfaction is achieved.

3. User Assistance and Training

• Assist users with basic questions and provide training on standard software applications and IT procedures.
• Create and update user documentation and training materials as required.

4. System Maintenance

• Perform routine maintenance and updates on systems and equipment.
• Assist with the deployment of new hardware and software as needed.
• Support the technical and project teams in maintaining an accurate inventory of all assets.
• Maintain accurate documentation of configurations, procedures, and operational metrics.

5. Security and Compliance

• Follow company policies and procedures to ensure security and compliance standards are met.
• Assist in the implementation of security measures and the identification of potential vulnerabilities.
• Maintain security measures to protect systems from unauthorized access, cyber threats, and physical security risks.

Qualifications

• Bachelor’s or Master’s degree in Computer Science, Information Technology, or a related field.
• Minimum of 3-4 years of experience in a related field.
• Proven experience in data center operations, infrastructure, and IT systems support.
• Strong understanding of data center technologies, including server hardware, virtualization, storage systems, and networking protocols.
• Proficiency in IT management tools, monitoring solutions, and automation frameworks.
• Excellent troubleshooting skills and the ability to analyze complex technical issues.
• Strong analytical and problem-solving skills with the ability to prioritize tasks effectively.
• Solid knowledge of security principles, risk management, and compliance requirements.
• Effective communication skills with the ability to interact with stakeholders at all levels of the organization.

Working Conditions

• Environment: Office environment with occasional requirements to work outside of regular business hours.
• Physical Demands: Ability to lift and move IT equipment (up to 50 lbs). Occasional travel between company locations may be required.