Deskripsi Pekerjaan
Ridik is seeking a dedicated and detail-oriented L1 Production Support Specialist to join our dynamic team in the East Region. In this pivotal role, you will act as the first line of defense for system stability and operational excellence. You will be responsible for monitoring production environments, resolving technical incidents, and ensuring seamless service delivery to our users. This contract position offers a competitive compensation package and the opportunity to work within a fast-paced IT environment, supporting critical business applications.
As an L1 Support Specialist, you will serve as the primary point of contact for troubleshooting technical issues, managing user inquiries, and maintaining high availability of systems. We are looking for a candidate who possesses strong problem-solving abilities, excellent communication skills, and a proactive approach to incident management. If you are passionate about technical support and want to contribute to a growing team, we encourage you to apply.
Tanggung Jawab
- Monitor daily system operations and production applications to ensure 24/7 availability and performance stability.
- Resolve Level 1 technical incidents, bugs, and user-reported issues promptly and efficiently.
- Log, track, and manage support tickets using ticketing systems (e.g., JIRA, ServiceNow).
- Evaluate the root cause of technical issues and escalate complex problems to Level 2 support teams or developers.
- Communicate regular status updates to stakeholders and end-users regarding ongoing technical issues.
- Perform routine health checks, maintenance tasks, and system audits to prevent potential downtime.
- Collaborate with cross-functional teams to improve support processes and documentation.
Kualifikasi
- Bachelor’s degree in Computer Science, Information Technology, or a related field.
- Minimum of 1-2 years of experience in IT support, helpdesk, or production support roles.
- Strong understanding of operating systems (Windows/Linux) and basic networking concepts.
- Excellent verbal and written communication skills for effective client interaction.
- Ability to troubleshoot technical problems under pressure and adhere to Service Level Agreements (SLAs).
- Familiarity with incident management lifecycle and ticketing tools.