Deskripsi pekerjaan Technical Support (L1) - Profecient in Englis PT Sigma Global Teknologi
Requirements
- Bachelor's Degree in Computer Science, Information Technology, or a related technical field.
- Minimum 2 years of working experience, with at least 1 year in Technical Support, IT Operations, or Helpdesk.
- Experience in the Banking or FinTech industry is highly preferred.
- Proficient in collaboration and helpdesk tools such as Zendesk, Jira, Confluence, Google Workspace (Gmail & Calendar), Slack, Splunk, Grafana, and CRM platforms.
- Experience troubleshooting mobile applications and devices (iOS/Android).
- Strong analytical, troubleshooting, and problem-solving skills.
- Excellent verbal and written communication skills.
- Ability to remain calm and make sound decisions during incidents or system outages.
- Able to work independently as an individual contributor.
- Willing to work on a 24/7 rotating shift schedule, including night shifts, weekends, and public holidays.
Responsibilities
- Provide first-line technical support by resolving technical issues and assisting stakeholders through Zendesk or other ticketing systems.
- Monitor system health, reliability, and performance on a 24/7 shift basis, and escalate critical issues to the L2 Support or Engineering team when necessary.
- Ensure all incidents are handled within the agreed Service Level Agreements (SLAs).
- Collaborate closely with the Customer Service and Engineering teams to resolve complex technical issues.
- Perform initial troubleshooting and incident diagnosis to identify the root cause of reported issues.
- Document incidents, troubleshooting steps, and resolutions to maintain an accurate knowledge base.
- Follow established support processes, operational procedures, and system administration standards while delivering excellent stakeholder support.
