IT Support Engineer

Job Title: Junior L2 Application Support Engineer

Location: Jakarta, Indonesia (Hybrid setup, with onsite availability required)

Job Type: Contract (6 months initial, extendable based on performance)

Expected Start Date: Early November 2026

Salary/Budget: IDR 7,000,000 – IDR 8,000,000 (Gross)

Working Hours: 8x5 Shifting Day (Following Public Holidays in Indonesia)

About the Role

We are looking for a dedicated Junior L2 Application Support Engineer based in Indonesia to provide local application support for our Indonesian customers. In this role, you will act as the primary local contact, bridging the gap between local customers and business users in Indonesia, and our L2/L3 technical support teams based in Vietnam.

Key Responsibilities

• Incident Management: Handle and troubleshoot incidents escalated from Level 1 support.

• Customer Communication: Communicate directly and effectively with local customers and business users in Indonesia.

• Technical Troubleshooting: Perform basic SQL queries, log analysis, and data validation to identify root causes.

• Cross-border Coordination: Collect detailed issue information and provide clear, concise data to the L2/L3 teams in Vietnam. Coordinate closely with them for issue investigation and resolution.

• Process Support: Support Incident, Service Request, Problem, and Change Management processes.

• SLA Compliance: Provide regular ticket updates and ensure all resolutions strictly follow agreed Service Level Agreements (SLAs).

• Deployment & Testing: Support User Acceptance Testing (UAT) and post-deployment validation.

• Standby Support: Work during Indonesian business hours and provide standby support for Priority 1 (P1) and Priority 2 (P2) incidents when required.

Qualifications & Requirements

• Experience: 0–2 years of experience in IT Support, Application Support, or a related role.

• Technical Skills: Basic knowledge of SQL, log analysis, and application troubleshooting. Experience or basic knowledge of ticketing systems.

• Soft Skills: Excellent communication, problem-solving, and customer-support skills.

• Work Ethic: Strong willingness to learn, ability to take full ownership of assigned tickets, and dedication to following up until resolution.

• Location: Based in Indonesia and available to work in a hybrid arrangement in Jakarta (must be available for full onsite presence as needed).

Language Requirements:

• Local Communication: Fluent in Bahasa Indonesia and/or English to support local customers and business users.

• Team Communication: Fluent in English and/or Vietnamese for seamless coordination with the L2/L3 support teams in Vietnam.

Bonus Points (Optional but Preferred):

• Familiarity with ITIL processes.

• Experience with DMS, mobile, sales, distribution, or FMCG applications.

• Previous experience working collaboratively with remote or offshore support teams.

If you are a proactive problem-solver looking to grow your IT career in a cross-cultural technical environment, we would love to hear from you!