Deskripsi pekerjaan L1 Support Engineer [Banking Industry - English Speaker] PT Sigma Global Teknologi
Placement: Banking Industry
Type of Employment: Contract under Sigmatech
Working arrangement: WFO - Shifting
Requirements:
- Proficiency in online collaboration and helpdesk tools: Zendesk, Google Workspace (Calendar, Gmail), CRM, JIRA, Confluence, Splunk, Grafana, and slack Mobile Debugging
- Ability to debug basic mobile hardware and software issues (iOS/Android) and experience in product-specific support.
- Communication High-level verbal and written communication skills to provide clear, step-by-step technical guidance.
- Must be willing and able to work in a 24/7 rotating shift schedule, including night shifts, weekends, and public holidays.
- Strong analytical and problem-solving skills with the ability to work independently as an individual contributor.
- Fluent in English
Scope of works:
- Resolve technical issues and provide immediate assistance to stakeholders using helpdesk tools (e.g., Zendesk, internal ticketing systems).
- Actively monitor system health, reliability, and scalability across all shifts. Identify anomalies and escalate critical issues to L2 Support or Engineering teams promptly.
- Execute and track production support activities to ensure all incidents are addressed and resolved within defined Service Level Agreements (SLAs).
- Collaboration with the Customer Service team to provide technical solutions for complex user issues that fall outside standard operations.
- Conduct initial troubleshooting by asking targeted questions to customers or internal teams to identify the root cause of an issue quickly.
- Maintain a comprehensive knowledge base by documenting all incidents, troubleshooting steps, and technical resolutions.
