Application Support I

Golden Agri Resources; Jakarta Pusat; On-site; IDR 120,000,000 - 180,000,000; Full time

Job summary

Golden Agri Resources, based in Jakarta, seeks an experienced Application Support professional to ensure smooth operation of digital applications. You will provide first-line technical support, troubleshoot incidents, and collaborate with cross-functional teams to improve support processes.

The role requires a 3+ year background in IT/Application Support, strong knowledge of Linux/Unix and Windows Server, and experience with ITSM tools like ServiceNow, Jira, Freshservice, or Zendesk.

Qualifications

• Bachelor's Degree in IT, CS, IS, or related field.
• Certifications or bootcamps are an advantage.
• Minimum 3 years of experience in Application Support/IT Support.
• Familiar with Linux/Unix and Windows Server administration, incident management, and troubleshooting.
• Experience using ITSM or incident ticketing tools (ServiceNow, Jira Service Management, Freshservice, Zendesk).
• Basic understanding of 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 command of written and spoken English.

Responsibilities

• Provide first-line application support and guidance to end-users.
• Monitor and support digital applications to ensure availability, performance, and stability.
• Troubleshoot incidents and service requests; escalate complex cases to development teams when needed.
• Collaborate with cross-functional teams to improve support processes and documentation.
• Maintain and improve service quality through documentation and process enhancements.

Skills

Linux/Unix

Windows Server

Incident management

Application troubleshooting

ITSM tools

Bash scripting

Agile methodologies

English proficiency

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.

"Our company has never levied any fees for the recruitment process nor has it required to order tickets and accommodation through a certain travel agent or certain person" We are a leading, publicly-listed, global seed-to-shelf agribusiness committed to sustainable palm oil production. Our palm oil plantations cover more than 138,000 hectares (including smallholder farmers). Our primary activities are cultivating and harvesting oil palms, processing fresh fruit bunches (FFBs) into crude palm oil (CPO) and palm kernel, and refining CPO into value-added products such as cooking oil, margarine, and shortening. We own 46 mills and operate 8 downstream facilities that manage refining and kernel crushing operations, across Indonesia. Besides bulk and industrial oil, our refined products are also marketed under several brands well-loved consumer brands such as Filma and Kunci Mas. Today, these brands have been recognised for their high quality and command significant market share in their respective segments in Indonesia. Based in Jakarta, we were founded in 1962 and listed on the Indonesia Stock Exchange in 1992. A subsidiary of Golden Agri-Resources (GAR), we have Sinar Mas Oleochemical, SMART Research Institute (SMARTRI), and SMART Biotechnology Centre within our operations.

Why join us?

Palm oil and agriculture play a significant role in meeting the growing world population's demands for sustainable and innovative solutions to nutrition, energy and personal care products. As a leading global seed-to-shelf agribusiness, we want talents who are ready to overcome future challenges in this sector, and be part of sustainably feeding and fueling generations.