Application Support Engineer

PT SMART Tbk; Jakarta Pusat; On-site; IDR 120,000,000 - 180,000,000; Full time

Job summary

PT SMART Tbk is seeking an experienced Application Support professional to provide first-line help for our digital applications, ensuring high availability and timely incident resolution.

You will monitor system performance, troubleshoot incidents and service requests, and escalate complex cases when needed, while collaborating with IT, development, and product teams to improve support processes and user satisfaction.

Qualifications

• Bachelor's Degree in IT/CS or related field; certifications are a plus.
• Minimum 3 years of experience in Application/IT/Technical Support.
• Familiar with Linux/Unix and Windows Server administration.
• Experience with ITSM or incident ticketing tools (ServiceNow, Jira Service Management, Freshservice, Zendesk, etc.).
• Basic programming concepts, Bash scripting, and software development processes.
• Familiar with Agile methodologies and cross-functional collaboration.
• Strong analytical, troubleshooting, communication, and problem-solving skills.
• Good written and spoken English.

Responsibilities

• Monitor and support digital applications to ensure availability, performance, and operational stability.
• Troubleshoot application incidents and service requests, resolve technical issues, and escalate complex cases when necessary.
• Provide first-line technical support and guidance to end-users regarding application issues and system usage.
• Collaborate with cross-functional teams to continuously improve support processes, maintain documentation, and enhance service quality.

Skills

Linux/Unix

Windows Server

ITSM Tools

Jira Service Management

ServiceNow

Bash scripting

English (written and spoken)

Education

Bachelor's degree in IT/CS

Tools

ServiceNow

Jira Service Management

Freshservice

Zendesk

Job description

Responsible for providing first-line application support by ensuring digital applications operate efficiently, resolving incidents and service requests, and delivering technical assistance to end-users while collaborating with cross-functional teams to maintain system reliability.

Job Description

• Monitor and support digital applications to ensure system availability, performance, and operational stability.
• Troubleshoot application incidents and service requests, resolve technical issues, and escalat complex cases to the Digital Apps Development team when necessary.
• Provide first-line technical support and guidance to end-users regarding application-related issues and system usage.
• Collaborate with cross-functional teams to continuously improve application support processes, maintain documentation, and enhance service quality.

Job Requirement

• Bachelor's Degree in Information Technology, Computer Science, Information Systems, or a related field. Relevant professional certifications or bootcamp certifications are an advantage.
• Minimum 3 years of experience in Application Support, IT Support, Technical Support, or a similar role.
• Familiar with Linux/Unix and Windows Server administration, incident management, and application troubleshooting.
• Experience using IT Service Management (ITSM) or incident ticketing tools (e.g., ServiceNow, Jira Service Management, Freshservice, Zendesk, or similar).
• Basic understanding of programming concepts, Bash scripting, and software development processes.
• Familiar with Agile methodologies and able to collaborate effectively with cross-functional teams.
• Strong analytical, troubleshooting, communication, and problem-solving skills.
• Good command of written and spoken English.