Job description for L1 Tech Support/IT Support at Pt. Empore Hezer Tama
📢 Job Opening: Tech Support/IT Support
📍 Location: Jakarta
🏢 Industry: Digital Bank
About the Role
A Support Engineer/Tech Support is responsible for problem resolution, prioritizing issues, root cause analysis in problem-solving, and escalation between Customer Experience Team with various application environments. This role includes providing first and second-level technical support, contributing to cross-functional company projects, and interacting with software developers, executives, vendors, and other support teams.
Work Responsibilities
• Resolve technical issues and provide support to stakeholders through the designated helpdesk tools.
• Assist in monitoring and improving system reliability, stability, and scalability in collaboration with the engineering team.
• Work closely with the Customer Service team to resolve technical issues and/or provide temporary solutions that cannot be handled through standard operations.
• Execute and track production support activities in accordance with defined SLAs.
• Ask targeted questions to customers to quickly identify the root cause of issues.
• Create technical knowledge documentation.
• Ensure all issues and problems are properly documented.
Job Requirements
• Minimum 1 year of relevant work experience, with at least 1 year in support, operations, or IT-related roles.
• Strong understanding of support workflows and procedures.
• Ability to remain calm under pressure and make sound decisions when handling unexpected exceptions.
• Strong problem-solving skills.
• Ability to provide clear, step-by-step technical assistance, both verbally and in writing.
• Good command of English.
• Familiar with online tools such as Zendesk, Google Calendar, web-based email, Slack, etc.
• Knowledge of basic mobile hardware and software debugging, with experience in product support.
