L1 Cloud Monitoring Engineer

ICS Compute; Jakarta Pusat; On-site; IDR 180,000,000 - 360,000,000; Full time

Job summary

ICS Compute is seeking a skilled Cloud Support Engineer to provide end-to-end support for Microsoft Cloud environments in a Jakarta-centered role. You will monitor, troubleshoot, and resolve incidents, ensuring service availability and SLA adherence across customer environments.

The role requires 3+ years in cloud infrastructure or technical support, with knowledge of Azure, Windows Server, and networking. Team collaboration and strong communication are essential for timely incident resolution.

Qualifications

• Bachelor’s Degree in Information Technology, Computer Science, or a related field.
• Minimum 3 years of experience in cloud infrastructure or technical support.
• Basic knowledge of Microsoft Azure, Windows Server, and networking.
• Familiarity with ticketing systems and SLA-driven support environments.
• Strong troubleshooting, problem-solving, and communication skills.
• Customer-oriented with the ability to work collaboratively in a team.

Responsibilities

• Provide end-to-end support for customer issues, service requests, and incidents related to Microsoft Cloud environments.
• Monitor cloud infrastructure and services to ensure system availability, performance, and operational stability.
• Analyze, troubleshoot, and resolve technical issues while maintaining accurate ticket documentation and updates.
• Respond to customer inquiries, incidents, and service requests within SLA timelines via email, ticketing systems, and collaboration tools.
• Escalate complex issues to higher-level engineers or relevant teams and coordinate resolution efforts.
• Collaborate with internal and external stakeholders to ensure timely incident management and service restoration.
• Perform routine health checks, monitoring, and preventive maintenance activities for cloud infrastructure.
• Support 24/7 operational requirements through shift schedules and on-call arrangements when required.

Skills

Troubleshooting

Problem-solving

Communication

Customer focus

Team collaboration

Education

Bachelor’s Degree in Information Technology or Computer Science

Job description

• Provide end-to-end support for customer issues, service requests, and incidents related to Microsoft Cloud environments.
• Monitor cloud infrastructure and services to ensure system availability, performance, and operational stability.
• Analyze, troubleshoot, and resolve technical issues whilte maintaining accurate ticket documentation and updates.
• Respond to customer inquiries, incidents, and service requests within agreed SLA timelines through email, ticketing systems, and collaboration tools.
• Escalate complex issues to higher-level engineers or relevant teams and coordinate resolution efforts.
• Collaborate with internal and external stakeholders to ensure timely incident management and service restoration.
• Perform routine health checks, monitoring, and preventive maintenance activities for cloud infrastructure.
• Support 24/7 operational requirements through shift schedules and on-call arrangements when required.

Minimum Qualifications

• Bachelor’s Degree in Information Technology, Computer Science, or a related field
• Minimum 3 years of experience in cloud infrastructure or technical support.
• Basic knowledge of Microsoft Azure, Windows Server, and networking.
• Familiarity with ticketing systems and SLA-driven support environments.
• Strong troubleshooting, problem-solving, and communication skills.
• Customer-oriented with the ability to work collaboratively in a team.