IT Application Support Specialist -Level 1 (24/7 Shift)

Q3 Aurelia Sdn Bhd; Jakarta Pusat; On-site; IDR 72,000,000 - 120,000,000; Full time

Job summary

Q3 Aurelia Sdn Bhd is seeking an IT Application Support Specialist - Level 1 to serve as the first line of technical support for 24/7 operations in Jakarta. You will assist with IT applications and infrastructure issues, proactively monitor system health, and diagnose problems from logs.

Responsibilities include guiding users through troubleshooting, escalating complex cases, and documenting all incidents and resolutions with a professional, customer-focused approach.

Qualifications

• Certificate or degree in IT, CS or related field.
• 1–3 years IT support/helpdesk experience; fresh grads considered.
• Familiar with remote support tools and ticketing systems.
• Strong problem-solving and communication skills.
• Able to multitask and prioritize issues.
• Customer-oriented with willingness to learn.
• Experience in 24x7 shift support or call center is a plus.
• Proficiency in English; Chinese preferred.

Responsibilities

• Serve as the first line of technical support for incoming requests.
• Support IT applications and infrastructures; monitor alerts.
• Diagnose issues from system and application logs.
• Provide basic OS, database, connectivity, and Web/API error support.
• Guide users through troubleshooting.
• Escalate unresolved issues to Level 2/3 in a timely manner.
• Document incidents and resolutions in the system.
• Maintain a professional, customer-focused attitude.

Skills

Networking basics

Troubleshooting

English/Chinese

Remote support tools

Ticketing systems

Customer service

Multitasking

Communication skills

Shift work

Education

IT/CS Certificate or higher

Job description

IT Application Support Specialist -Level 1 (24/7 Shift)

Serve as the first line of technical support for incoming requests.

Experience in supporting issues from IT applications and Infrastructures roles.

Proactive monitoring system and application service alerts before changing to errors state.

Abilities to diagnose and identify common IT issues from system and application errors logs.

Provide basic support for operating systems (Microsoft/Linux), Database (MSSQL), connectivity (Network), Web/API (.NET) errors and etc…

Guide users through step-by-step troubleshooting and solutions.

Escalate unresolved or complex issues to Level 2/3 support team in a timely manner if needed.

Document all incidents, resolutions, and updates in the system.

Maintain a positive, professional, and customer-focused attitude at all times.

Requirements

Certificate and above in Information Technology, Computer Science, or related field.

1–3 years of IT support/helpdesk experience preferred (fresh graduates with strong technical attitude will be considered).

Familiarity with remote support tools and ticketing systems is an advantage.

Strong problem-solving, analytical, and communication skills.

Ability to multitask and prioritize issues effectively.

Customer-oriented with a willingness to learn and grow.

Previous experience in a similar 24x7 shift IT support or Call Center role is a plus.

Strong communication skills, with proficiency English and in Chinese language preferred.

Have Basic Networking Knowledge is a must.