Customer Support Engineer

Responsibilities

Serve as the main contact for customers regarding inquiries, service requests, and issues.

Handle and log tickets, emails, and calls, then coordinate with technical teams for resolution.

Monitor ticket progress and ensure all cases meet SLA standards.

Perform service escalations when issues become critical or exceed SLA.

Provide regular updates to customers and maintain accurate service documentation.

Prepare simple service reports (SLA, incident summaries, customer feedback).

Key Skills

S1 from technical background is a must (ex: information system, telco)

Strong communication and customer service skills

Basic understanding of IT/Network is a plus

Able to use ticketing systems

Detail-oriented and good coordination skills

Able to work with SLA targets and multitask

Experience at least 2 years in System Integrator sector

Telecommunications & Internet Service Providers 101-1,000 employees

Lintas Group was established on August 2001 by the former leadership team of Lucent Indonesia, we have grown from 40 to more than 200 professionals. We have successfully deployed core infrastructure, applications and managed services solutions to major telecommunication operator across the Indonesian archipelago and abroad. We manage projects from the most remote rural locations to city centers, from single item delivery to the implementation of complex network and mission critical software applications.

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