Technical Support Engineer
Xtremax Pte. Ltd.
- Bandung, West Java
- Permanent
- Full-time
- Provide customer support by answering phone and email enquiries
- Primary investigation, information gathering before escalating to internal team for further diagnosis
- Manage operational issues/risks in a timely manner; escalating when necessary
- Keep track of service requests to meet service KPIs
- Follow standard operating procedures, and respond professionally
- Communicate effectively between customers and development team on escalated issues
- Understanding of issues raised by customer
- Good sense of ownership to customers’ reported issues and track them through resolution and bring to closure of ticket raised
- Serve as a key point of contact based on agencies assigned
- Cross functional collaboration: You are required to work with different teams within our organisation to meet the needs of our business.
- Escalate critical issues / roadblocks to the Technical Support Team Lead
- Minimum polytechnic diploma in IT, computer engineering, or relevant experience
- Preferably have knowledge in cloud services (eg. Microsoft 365, Amazon Web Services, Microsoft Azure, Google Cloud)
- Preferably have knowledge in ticketing system (JIRA)
- Good interpersonal and communication skills
- Strong analytical and problem solving/troubleshooting skills
- Strong interest in technology
- Ability to communicate highly technical information to both technical and non-technical customer audience
- Ability to work independently and as a team in a dynamic environment
- Indonesian only that may apply