Senior Software Support
Jakarta, Indonesia
Engineering
Full-Time
5 - 10 years of experience
Posted 3 months agoUpdated 9 days ago
Job description
Job Description for Senior Support Engineer in Jakarta.
Objectives
· To provide second and third line support of customer installations
· To provide technical support to end users
· To minimize the level of support issues that are routed to Engineering teams
· To take overall support ownership including testing and delivery of software changes to the installations
Skills
· Bachelors/Master’s Degree in Computer Science or a related technical discipline, or the equivalent combination of education
· Minimum 5 years of support related experience, preferably in the telecom domain
· Proven track record as a support trouble shooter (L2/L3)
· Having experience of direct exposure to the customer and demonstrated excellence in support
· Has worked (supported systems) and familiar with Unix, Shell Scripting, Oracle, PL/SQL
· Good understanding of Helpdesk Systems, SLA management
· Excellent communication (verbal/written) skills
· 1-2 years of development/programming experience preferred but not essential
· Understanding of GSM Networks
· Languages: English
Key Tasks
· Delivering support to SLAs
· Keeping accurate logs of issues using a ticket management system
· Responsible for taking ownership of customer systems from Engineering teams
· Responsible for on-going maintenance of customer systems
· Analyzing and troubleshooting incidents to identify problem areas;
· Providing workarounds or resolutions, if possible, to clear reported problems;
· Providing updates to L2 support on the status of incidents;
· Testing and validating solutions from Engineering;
· Assisting L2 support with root cause analysis (“RCA”)
Specific skills needed
Unix
Shell Scripting
Oracle
SQL
L2 Support
Must have skills
About the company
