Support Engineer L2

KLIK Group; Daerah Khusus Ibukota Jakarta; On-site; IDR 111,600,000 - 167,400,000; Full time

Job summary

A leading technology firm in Jakarta is seeking a Support Engineer with at least 3 years of experience. You will be responsible for managing daily operations, performing preventive maintenance, and ensuring IT service stability. Strong communication skills and familiarity with various Linux OS and database technologies are essential. Join us to deliver digital solutions that enhance customer experience and operational processes.

Qualifications

• Minimum 3 years of experience as a Support Engineer L1.
• Willingness to work 24/7 on-call duties.
• Strong verbal and written communication skills.
• Familiarity with various Linux OS and Shell scripting.
• Experience with SQL and stored procedures.

Responsibilities

• Sharing knowledge to handover daily operation tasks.
• Perform improvements based on preventive maintenance.
• Communicate with users via email, WhatsApp, or phone.
• Manage known incidents and users' complaints.
• Provide regular maintenance to prevent service crashes.

Skills

Communication skills

Linux OS

Shell Command

Database Technology

API testing tools

Analytical mindset

Problem solving

Tools

PostgreSQL

MySQL

MongoDB

DBeaver

pgAdmin

MySQL Workbench

Nginx

Apache

Tomcat

JBoss

Oracle WebLogic

Postman

SOAP UI

Job description

• Sharing knowledge to handover daily operation tasks
• Quarterly preventive maintenance
• Evaluation of application maintenance
• Technical consultation for perfective maintenance
• Performance assessment and analysis
• Perform improvements based on preventive maintenance
• Deployment standard and normal change
• Make sure during and after release implementation no incident or issue occurs
• Resolution for incident or RCA
• Perform L2 maintenance support related to application
• Maintain availability and capacity under threshold to ensure all services running properly
• Perform configuration or change management relate to applications through ticketing system and executing within SLA and ensure process quality
• Check completeness of all prerequisite requirement of standard change request
• Communicate with user through email, whatsapp, telegram or phone for more information or requirement needed
• Create and update SOP with development team for new standard change
• Inform or socialize or train all support team regarding new SOP or knowledge
• Implement changes thoroughly as required as SOP given and ensure IT service stability
• Manage known incident or user complain relate to application and resolve it within SLA as SOP defined through ticketing system
• Perform preventive regular maintenance to prevent service crash or incident relate to application
• Provide data audit relate to application based on audit requirement
• Have and updated detailed reporting document in regular basis (daily/weekly/monthly) and ad-hoc purpose

Minimum Qualifications

• Having experience in Support engineer L1 min 3 years
• Willing to work 24/7 on call duties
• Strong communication skills (verbal and written)
• Familiar with various Linux OS, Shell Command, Shell Scripting
• Familiar with various Database Technology (PostgreSQL, MySQL, MongoDB), SQL, Stored Procedure (such as PL/SQL) and DB GUI Tools (DBeaver, pgAdmin, MySQL Workbench)
• Familiar with one or more of the following Application Server / Web Server (Nginx, Apache, Tomcat, JBoss, Oracle WebLogic)
• Familiar with API and its testing tools (Postman, SOAP UI)
• Experience on operating Linux Desktop or X-Windows Application would be a plus
• Experience in operating one or more of the Cache Server Technology (Redis, Memcache) would be a plus
• Excellent problem solving and documentation skills
• Familiar with Information Technology Infrastructure Library (ITIL) methodologies
• Analytical mindset to solve issues with focus on client/customer requirement with an ability to take independent decisions

We deliver Digital abilities using the latest technology as a basic building block for changing Customer Experience, Operational Processes, and Business Models.