Application Support I

goldenagri; Jakarta Pusat; On-site; IDR 144,000,000 - 240,000,000; Full time

Job summary

goldenagri Indonesia is seeking an experienced Application Support professional to provide first-line support for digital applications, ensure system availability, and troubleshoot incidents.

You will collaborate with cross-functional teams to maintain reliability, document processes, and apply ITSM practices using tools such as ServiceNow, Jira Service Management, or Zendesk. A background in Linux/Unix, Windows Server, Bash scripting, and English communication is preferred.

Qualifications

• Bachelor's degree in IT or related field.
• Minimum 3 years in Application/IT support or similar.
• Familiar with Linux/Unix and Windows Server administration.
• Experience with ITSM/incident ticketing tools (ServiceNow, Jira, Freshservice, Zendesk).
• Basic programming concepts, Bash scripting, and development processes.

Responsibilities

• Monitor and support digital applications to ensure system availability, performance, and operational stability.
• Troubleshoot application incidents and service requests, resolve issues, and escalate if needed.
• Provide first-line technical support and guidance to end-users on application usage.
• Collaborate with cross-functional teams to improve support processes and maintain documentation.

Skills

Analytical thinking

Troubleshooting

Communication

English proficiency

Cross-functional collaboration

Education

Bachelor's degree in IT/CS/IS or related field

Tools

ServiceNow

Jira Service Management

Freshservice

Zendesk

Job description

Job Description Summary

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 elevate 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.