Job Description
Full details about the role and requirements
Yukerja Summary
The Technical Support Engineer (L1) role at Whale Cloud Technology is curated from JobStreet (category Teknologi & IT). Note the work location (South Jakarta, Jakarta) before applying. Yukerja.com is not the employer — applications are handled on the official source site.
Work Location: XLSMART Tower
Work Schedule: 24/7 Shift System
· Job Responsibilities:
1. 1st Line Troubleshooting: Provide first-level technical diagnosis and remote troubleshooting for daily telecom system and service issues. Resolve common basic technical faults independently. Escalate complex and unsolvable problems to L2/L3 engineers with complete problem records and reproduction details.
2. Incident Management: Follow ITIL standard processes to handle daily telecom business incidents. Complete incident logging, classification, priority confirmation, tracking and closed-loop processing. Respond to service anomalies timely to minimize telecom business impact and ensure service continuity.
3. Customer Complaint Handling: Receive and resolve customer technical complaints related to telecom services. Verify complaint issues, coordinate internal resources for problem fixing, update processing progress to customers timely, and complete complaint closed-loop and simple root cause summary to avoid repeated problems.
4. Service Request Management: Process daily routine customer service requests, including telecom system usage consultation, parameter configuration, permission activation, operational guidance and other standard support demands. Complete request delivery strictly per SLA requirements and ensure standard and traceable work orders.
5. Knowledge & Document Maintenance: Sort out daily troubleshooting cases and common problems, update team FAQ and knowledge base to optimize frontline support efficiency.
· Job Requirement:
1. Candidate must possess at least Bachelor's Degree in Information Technology/Computer Science or equivalent.
2. Having one of the technical skills such as database (MySQL, PL/SQL), Linux, Python, Shell script.
3. Required language: English. Candidate who can speak or read Mandarin is an added advantage.
4. Resourceful, good analytical and problem-solving skills with positive customer service attitude.
5. Self-motivated, teamwork and able to work independently.