Deskripsi Pekerjaan
Are you passionate about technology and love helping people solve complex problems? Whale Cloud Technology is actively looking for a motivated and customer-focused Technical Support Engineer (L1) to join our dynamic IT team in Jakarta Selatan. As a global leader in digital transformation, we rely on top-tier talent to ensure our clients receive the best possible support.
In this entry-level IT support role, you will be the first point of contact for our clients. You will play a critical role in maintaining customer satisfaction by diagnosing and resolving basic technical issues, answering queries, and ensuring that all support requests are handled efficiently. This is an excellent opportunity for recent graduates or early-career IT professionals to build a solid foundation in the tech industry.
At Whale Cloud Technology, we foster a culture of continuous learning and collaboration. You will work closely with senior engineers and cross-functional teams, gaining hands-on experience with cutting-edge cloud technologies and enterprise software. If you have a problem-solving mindset, excellent communication skills, and a desire to grow your career in IT, we want to hear from you. Join us and be a part of a company that values innovation, teamwork, and professional development.
Tanggung Jawab
- Provide first-line technical support to end-users and clients via phone, email, and ticketing systems.
- Troubleshoot, diagnose, and resolve basic software, hardware, and network issues.
- Accurately log, track, and manage all support tickets in the internal database.
- Escalate complex or unresolved issues to Level 2 (L2) or Level 3 (L3) technical teams with detailed documentation.
- Assist in monitoring system performance and generating daily/weekly activity reports.
- Create, update, and maintain technical documentation and knowledge base articles.
- Ensure high levels of customer satisfaction by providing timely and professional communication.
Kualifikasi
- Bachelor's degree in Computer Science, Information Technology, or a related field.
- Minimum of 1 year of experience in IT Support, Helpdesk, or a similar technical role.
- Basic understanding of operating systems (Windows/Linux) and standard office applications.
- Familiarity with basic networking concepts (TCP/IP, DNS, VPN).
- Excellent verbal and written communication skills in both English and Bahasa Indonesia.
- Strong problem-solving abilities and a keen attention to detail.
- Ability to work well under pressure and manage multiple tasks simultaneously.