About the Role
The IT Support Engineer is responsible for system administration, troubleshooting, issue prioritization, root cause analysis, and escalation in various application environments. This role includes providing first and second-level technical support, contributing to cross-functional company projects, and interacting with software developers, executives, vendors, and other support teams.
Responsibilities
- Resolve technical issues and provide support to stakeholders through the provided help desk tools.
- Assist in monitoring and improving system reliability, stability, and scalability issues to the engineering team.
- Collaborate with the Customer Service team to resolve technical issues and/or provide temporary solutions that cannot be resolved through normal operations.
- Execute and track production support activities according to defined SLAs.
- Ask specific questions to customers to quickly understand the root cause of issues.
- Create technical knowledge documentation.
- Ensure all issues and problems are properly documented.
Requirements
Education
- A degree (Associate/Bachelor’s degree) in Computer Science, Software Engineering, Information Technology, or related fields.
Technical
- At least 1 year of relevant work experience, with at least one year in support, operations, or IT.
- Strong understanding of support workflows and procedures.
- Ability to provide simple, step-by-step technical assistance both verbally and in writing.
- Familiarity with online tools such as Zendesk, Google Calendar, web-based email, Slack, etc.
- Knowledge of basic hardware and mobile software debugging and experience in product support.
Soft Skill
- Ability to remain calm in emergencies and make appropriate decisions to handle unexpected exceptions.
- Strong problem-solving skills.
- Professional bilingual communication skills in Indonesian and English (speaking and writing).
Work Arrangement
- Placement: Revenue Tower, SCBD, South Jakarta
- Employment type: 12-month contract (extendable)
- Work setup: Hybrid
- Expected onboard: February/March 2026
BINAR Academy aims to unlock and channel human potential so we can help the world turn into a better place. One of the ways we strive to do that is to channel potential talents to impactful opportunities using our very own job connector, BINAR Job Connect.
BINAR Job Connect has connected up to 250 talents & candidates; whether it be young & aspirational fresh graduate to tech-savvy team leaders, individuals who decided to start from scratch, and junior engineers to skilled product managers to our experienced hiring partners. BINAR Job Connect provides various options of employment, as we intend that everyone processed by us can choose the best career track for them.
