Job description for First Layer Support at PT KANO Teknologi Utama
As a First Level Support Engineer, you will be responsible for providing technical assistance to users, monitoring application and database operations, and ensuring the availability, stability, and smooth operation of the company's systems.
You will act as the first point of contact for technical issues, performing initial troubleshooting, identifying potential problems, and coordinating with the relevant technical teams when further investigation or escalation is required.
Key Responsibilities
- Monitor application availability, performance, and uptime to ensure system reliability.
- Ensure all core application features function as expected in the production environment.
- Handle user-reported issues, bug reports, system errors, and production incidents.
- Perform initial troubleshooting and root cause analysis to identify and resolve technical issues.
- Monitor and maintain database operations, including basic queries and data validation.
- Coordinate incident resolution with relevant technical teams in accordance with agreed Service Level Agreements (SLAs).
- Support application deployments, upgrades, and environment configuration changes.
- Maintain technical documentation related to application support, system operations, and troubleshooting procedures.
- Document known issues, resolutions, and workarounds to improve support efficiency and knowledge sharing.
- Provide timely updates to users regarding reported issues and their resolution progress.
Requirements & Qualifications
- Fluent in English, both written and spoken, with good communication skills.
- Minimum 1 year of experience in technical support, application support, IT operations, or a related field.
- Familiarity with Microsoft SQL Server or other relational database management systems.
- Basic understanding of SQL queries, database structures, and data troubleshooting.
- Good technical writing skills, with the ability to create clear and structured technical documentation.
- Basic understanding of software development processes and software project management.
- Strong analytical and problem-solving skills.
- Ability to troubleshoot technical issues independently and work collaboratively with technical teams.
- Detail-oriented, proactive, and willing to learn new technologies.
