Job description for Service Engineer at PT Hutabyte Abhinaya Inovasi
Responsibilities :
- Provide first-level support and handle client inquiries, incidents, and service requests.
- Monitor system, network, and application performance and respond to alerts.
- Manage tickets, ensuring accurate updates and SLA compliance.
- Perform initial troubleshooting for network, system, application, and access issues.
- Escalate and coordinate incidents with relevant teams when needed.
- Execute routine operational checks and maintenance activities.
- Communicate incident status and updates to clients and stakeholders.
- Maintain operational documentation and support shift handovers.
- Contribute to service improvement through problem analysis, automation, and process optimization.
Requirements :
- Minimum Diploma in IT, Computer Science, Telecommunications, or a related field.
- Minimum 2 years of experience in technical support, helpdesk, or IT operations.
- Willing to work in a 24/7 rotating shift environment.
- Experience with monitoring, ticket management, incident handling, and escalation.
- Good understanding of networking concepts, including TCP/IP, DNS, VPN, routing, and firewalls.
- Familiar with network devices, Windows/Linux systems, and application troubleshooting.
- Knowledge of cloud platforms, containers, and monitoring tools is a plus.
- Knowledge of telecommunications networks and routing protocols is an advantage.
- Strong communication, documentation, and problem-solving skills.
- Eager to learn new technologies, including AI-powered tools.
- Preferably based in North Sumatra.
