Support Engineer L2

• Sharing knowledge to handover daily operation tasks
• Quarterly preventive maintenance
• Evaluation of application maintenance
• Technical consultation for perfective maintenance
• Performance assessment and analysis
• Perform improvements based on preventive maintenance
• Deployment standard and normal change
• Make sure during and after release implementation no incident or issue occurs
• Resolution for incident or RCA
• Perform L2 maintenance support related to application
• Maintain availability and capacity under threshold to ensure all services running properly
• Perform configuration or change management relate to applications through ticketing system and executing within SLA and ensure process quality
• Check completeness of all prerequisite requirement of standard change request
• Communicate with user through email, whatsapp, telegram or phone for more information or requirement needed
• Create and update SOP with development team for new standard change
• Inform or socialize or train all support team regarding new SOP or knowledge
• Implement changes thoroughly as required as SOP given and ensure IT service stability
• Manage known incident or user complain relate to application and resolve it within SLA as SOP defined through ticketing system
• Perform preventive regular maintenance to prevent service crash or incident relate to application
• Provide data audit relate to application based on audit requirement
• Have and updated detailed reporting document in regular basis (daily/weekly/monthly) and ad-hoc purpose

• Having experience in Support engineer L1 min 3 years
• Willing to work 24/7 on call duties
• Strong communication skills (verbal and written)
• Familiar with various Linux OS, Shell Command, Shell Scripting
• Familiar with various Database Technology (PostgreSQL, MySQL, MongoDB), SQL, Stored Procedure (such as PL/SQL) and DB GUI Tools (DBeaver, pg Admin, MySQL Workbench)
• Familiar with one or more of the following Application Server / Web Server (Nginx, Apache, Tomcat, JBoss, Oracle Web Logic)
• Familiar with API and its testing tools (Postman, SOAP UI)
• Experience on operating Linux Desktop or X-Windows Application would be a plus
• Experience in operating one or more of the Cache Server Technology (Redis, Memcache)
  would be a plus
• Excellent problem solving and documentation skills
• Familiar with Information Technology Infrastructure Library (ITIL) methodologies
• Analytical mindset to solve issues with focus on client/customer requirement with an ability to take independent decisions

We deliver Digital abilities using the latest technology as a basic building block for changing Customer Experience, Operational Processes, and Business Models.