Job Details

Technical Support Engineer

MBR Partners
Advertiser
MBR Partners
Location
Jakarta
Rate
-

Our client is a leading provider of digital infrastructure software and services for cable and telecommunications networks.





DUTIES & RESPONSIBILITIES:


• Support clients by having an intimate knowledge of a client’s implementation and


critical business processes


• Investigate new incidents as reported by customers, ensure the issue is properly


understood and documented. Gather necessary evidence for triage and incident


resolution.


• Escalate P1 and urgent issues as needed to the appropriate teams and management.


• Resolve incident per triage and resolution processes or escalate for additional


assistance.


• Communicate regularly with customer and internal resources on status of incident as


per accepted guidelines


• Ultimately responsible for resolution of all incidents opened by the customer


• Assist customers with operational issues on the software.


• Coordinate customer deployments with internal project teams.


• Provide after-hours support for P1 situations.


• Occasionally travel to client sites as a project resource, performing software


deployments and on-site support





EDUCATION & EXPERIENCE:


• Experience in a software development environment or in roles such as technical


support, business analysis, help desk, project management team, client on-site, or


other customer-facing technical roles


• Ability to read and understand JavaScript


• Windows Server Knowledge: Windows Server OS, IIS, Windows Services, General


Administration and troubleshooting – Active Directory, DNS, Event Logs


• Intermediate level of knowledge of SQL: understanding of Security, Stored


Procedures, SQL Profiling and strong knowledge of the Query language.


• Knowledge of Cloud Platforms such as Azure and AWS, experience of setting up


servers within cloud platforms is beneficial.


• Strong problem-solving skills. Must be able to debug and troubleshoot product


issues in a complex environment. Able to provide workarounds and/or propose


solutions independently and/or by collaborating with internal teams.


• Strong communication skills (written, verbal), and interpersonal skills to be able to


communicate effectively with all levels of staff and external clients


• Able to participate in the on-call rotation in 24x7 support environment.


• Nice to have: MongoDB, working knowledge of UNIX (Solaris and/or Linux) and


Node.js server.





Please note the person would need to invoice my client because they don't have a payroll set up in Indonesia.

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