Application Support L1

Overview

Klik Digital Sinergi is principal application product. KDIGITAL has products for the SMB and retail markets running on top of the cloud system. KDIGITAL provides Digital Transformation Solutions and Services for our Client and Partners. KDIGITAL solution and services ranged from ideation and design to managed services. Responsibilities

Utilizing the application to fulfill the assigned task as per customer requirements Monitor application health and performance using available monitoring tools Receive and record incidents and service requests from users through ticketing systems or other communication channels Identify and escalate complex incidents to L2 or L3 support teams according to escalation procedure Record all incidents, service requests, and actions taken in the ticketing system Provide clear and timely communication to users regarding incident and service request status Perform routine maintenance according to scheduled tasks; perform health checks on servers and applications Available 24/7 (shifting schedule) and on-call duties as well as to work off hours and also on-customer site and able to work with a team To understand the system design and problem investigation, problem identification, root analysis, solution definition for the second level of support Attend customer support requests for questions or problems on App Support Diagnose problems in several areas including operating system, application server, network, database and security Diagnose, solve problems, and identify solutions to solve problems Ensure smooth workflow processes and achievement of service level commitments Communicating with customers for application deployment and support Communicate and work closely with the Product Team about reported issues or required improvements to the software Create application performance and status reports Ticket resolve according to SLA Qualifications

Minimum 1 year of experience in application support or IT operations roles. (Possible also for Fresh Graduate) Diploma degree or Bachelor degree in Information Technology, Computer Science, Computer Engineering, Information Systems Basic Knowledge on Operating Systems (Linux and Windows) Basic Skills on Linux Command and Shell Basic Skills on Computer Network (routing, subnetting) Basic Skills on Operating Desktop Application (Windows & Linux) Basic Skills on Operating Web Application Basic Skills on Database (RDBMS), SQL Command, and DB GUI Tools (e.g: DBeaver, pgAdmin) Familiar with Ticketing System for Issue / Problem Familiar with MS Office and its sub-products Basic Knowledge on ITIL Framework would be a plus Willing to Work From Office: Jakarta Selatan Have good communication, and time management skills Good analytical and problem solving skills Eager to learn and able to adapt to company culture

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