Job description for Customer Application Support at Pt Aims Progrez
About Progrez:
Progrez is an IT consulting company specializing in DevOps and ITSM solutions. We are passionate about driving organizations to adapt and unlock new possibilities through innovative technology solutions. By partnering with our customers, we help them streamline their IT operations, enhance efficiency, and achieve their business goals.
At Progrez, we believe in fostering a growth-oriented and collaborative environment. We encourage open communication at all levels and empower our employees to contribute their ideas and expertise. As a growing company with a team dedicated professionals, we value teamwork, continuous learning, and a shared passion for technology.
We are committed to staying at the forefront of the IT industry, constantly exploring new technologies and methodologies to deliver cutting-edge solutions to our customers. Our mission is to be a trusted advisor and partner, guiding our customers on their digital transformation journey and helping them achieve sustainable success.
Job Summary:
As a Customer Application Support, you will handle all IT related stuff for internal Progrez. Your knowledge and experience in handling and managing IT Asset will be crucial in your position. You also need to implement your skill for both Software and Hardware to make sure operational keep running smoothly. You will also act as Level 1 Support for internal or external, so use your problem solving skills effectively to communicate with customer to ensure the best and high quaility solutions.
Qualifications :
- Candidates prefferably at least a Bachelor's degree in Computer Science and or Information System
- Have a good communication skill
- Willing to work overtime (if needed) to make sure problem is solved
- Can work as a team
- Have a strong technical background, understand data, platform, and technology
- Fast learner, quick adaptation with new environment
- Have a strong knowledge in Software Development and ITSM is a plus
- Have knowledge or background in using Atlassian software is a plus
Responsibilities:
- Maintain and keep SLA in checked for all tickets assigned
- Act as Level 1 support to respond customer fast and keep them updated
- Act as Level 2 support to troubleshoot the problem occured. Or find a workaround to temporarily solve the problem while still giving the best solution to permanently solve the problem.
- Create knowledge base for all tickets handle
- Conduct meeting with customer to better understand the problem hence deliver the right solution
- Maintain IT Asset and keep them in safe and clean environment
- Doing post sales activity to external customer
