Job Summary:

Technical Support will be responsible to resolve technical incidents quickly and efficiently in a timely manner in order to comply with the SLAs. This also include work through finding the root cause of the incident and process or suggestion what to do to avoid it happening again.

Job Description:

• Post-incident review to verify all incidents have been solved with clear root cause, solution and preventive action.
• Mentors and guide’s team members to troubleshoot and provide resolutions of complex technical incident.
• Resolve complex or cross project incidents, provide a resolution or workaround within the required SLA
• Coordinate with related parties (such as developer, infrastructure teams, etc.) in troubleshooting and resolving issues to conclude root cause and solution.
• To provide consulting and advice on application design based on experience in technical support to projects.

Qualification:

• Undergraduate degree on Bachelor's or Master's Degree in Computer Engineering, Computer Science, Information Technology or related
• 5+ years of experience in IT infrastructure projects of handling multiple projects concurrently with successful project delivery.

Knowledge & Skills

• Good understanding and working experience on Cloud platform environments (e.g. AWS, Azure), logging & monitoring tools (e.g. Kibana, Grafana) and other tools to help helps automate the process
• Experience in CRM / ERP system and Financial system
• Strong problem analysis, analytic & systematic thinking
• Ability to handle and analyze multiple complex technical incidents.
• Good in teamwork, collaboration, positive attitude and good interpersonal skills.
• Ability to work effectively under pressure, self-motivated and goal oriented.
• Fluent in English