Application Support Engineer

Jakarta, Indonesia

Main Accountabilities & Responsibilities

  • Standby for 24×7 technical support to customers
  • Communicate with customers while investigating or providing problem resolution
  • Collaborate with other teams to create quicker issue resolution to achieve high customer satisfaction
  • Answer escalation questions and provide consulting services for internal colleagues where appropriate
  • Develop working knowledge of all products and services offered by the Company
  • Hardware and software installation and configuration
  • Equipment / Production site commissioning
  • Participate in system integration and user acceptance tests
  • Compile customer configuration profile documentations
  • Perform scheduled night job activities
  • Control production by monitoring system processes, working to resolve system problems and following established escalation procedures as required
  • Generate internal reports to support future business opportunity as well as analyzing and giving problem resolutions
  • Generate external requested reports, files and documentation to support problem resolutions
  • Develop and implement software tools, documentation and procedures to accurately monitor production applications on a daily basis with early warning indicators
  • System/application testing and troubleshooting
  • Prepares operation and maintenance documents


  • Candidate must have at least a Bachelor’s Degree in Computer Science/Information Technology, Engineering (Computer/Telecommunication), Science & Technology, Mathematics or equivalent
  • BS degree in Computer Science, Information Systems or related field or equivalent work-experience
  • 2-5 years relevant professional experience in the areas of application support, technical customer support, problem management, relational databases, programming languages, software development
  • 2-5 years experience in OS (UNIX/ LINUX) for telecom service application
  • 2-5 years experience and knowledge in IP Networking (Cisco CCNA, CCNP)
  • 2-5 years experience or knowledge in Telco signaling (SS7, TCAP, ISUP, SIGTRAN)
  • Knowledge in C/C++, Perl, Java programming is a plus
  • Exposure in Value Added Service (VAS) or related telecommunication products is an added advantage.
  • Fresh graduates are welcome to apply
  • Interested to pick-up all-round knowledge in operating computer/ telecommunication
  • Platforms, like network management, security and data backup
  • Familiarity with testing methods
  • Required Interpersonal skills
  • Good customer service skills along with the innovative ability to communicate with both technical and non-technical clients.
  • Excellent analytical, multitasking, and communication skills (both verbal and written), detail orientation and familiarity with testing and troubleshooting techniques
  • Strong prioritization skills in a fast paced, time sensitive environment
  • Good interpersonal skills
  • Good control and follow-up skills
  • Good decision making skills
  • Proactive Listening
  • The ability to excel in a team environment
  • Hands-on experience in configuring Cisco router/switch
  • Technical support and customer handling experience preferred
  • Knowledge in clustering/HA solution, firewall configuration, backup solution is an advantage
  • Administration/configuration in Oracle, MySQL, Veritas is an advantage
  •  Can-do attitude, ability to perform under pressure
  • Team player with high sense of responsibility, self-motivated, self-learning, strong problem solving and analytical skills
  • Good communication skills
  • Administration/configuration in Oracle, MySQL, Veritas is an advantage 

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