Job description for Service Engineer at PT Tricada Intronik
RESPONSIBILITIES
- Resolve Level 2 technical incidents and service requests in accordance with SLA, operational procedures, and escalation processes.
- Monitor system and application performance, perform preventive maintenance, and proactively identify potential issues.
- Support daily IT operations, including service monitoring, health checks, incident management, and operational reporting.
- Manage incidents and service requests throughout their lifecycle, ensuring proper documentation, escalation, resolution, and closure within ITSM standards.
- Collaborate with L1 teams on issue resolution and escalate complex cases to L3 teams when necessary.
- Maintain technical documentation related to incidents, troubleshooting, maintenance, deployments, and operational activities.
- Communicate incident status, service impacts, and resolutions effectively to internal stakeholders and clients.
- Support Incident, Problem, and Change Management processes to ensure service stability and continuous improvement.
- Contribute to knowledge sharing, onboarding, and team capability development initiatives.
- Assist with deployments, upgrades, patching, and service restoration activities while ensuring operational stability and process compliance.
QUALIFICATION
- Diploma/Bachelor's degree in Computer Science, Information Technology, or a related field, with 1–2 years of experience in IT Operations, Application Support, System Support, or Production Support.
- Hands-on experience in operational support and production issue handling.
- Understanding of application architecture, databases (MySQL, PostgreSQL, MongoDB), networking, and Linux environments.
- Basic scripting skills using Bash or Python for automation and troubleshooting.
- Proficient in Excel and able to communicate through technical documentation in English.
- Experience in troubleshooting, system diagnostics, maintenance, service restoration, and escalation handling.
- Familiar with ITSM practices, including Incident, Service Request, Change, and Problem Management.
- Understanding of SLA management, incident prioritization, escalation processes, and service recovery.
- Experience with ticketing platforms such as ServiceNow, Jira Service Management, GLPI, Freshservice, or similar tools.
- Familiar with monitoring and alerting tools; exposure to Grafana or Prometheus is a plus.
- Strong operational mindset with focus on service ownership, documentation, monitoring, and SLA compliance.
- Good communication, teamwork, and stakeholder management skills.
- Able to prioritize multiple tasks effectively in a fast-paced operational environment.
- Detail-oriented, accountable, and committed to continuous learning and improvement.
- Contributes to knowledge management through documentation, procedures, and troubleshooting guides.
