Application Support Engineer

PT Mitra Solusi Telematika (MST) operates as an information technology company within the MahaDasha Group under Tiara Marga Trakindo (TMT). Established in March 1999, MST serves as the primary center for cutting-edge IT solutions and digital transformation across the entire TMT Group. We provide an exceptional range of IT solutions, digital and analytical services, as well as products and services in operational technology.
User Support: Provide timely and effective support to end-users, addressing queries, troubleshooting application-related issues, and ensuring a positive user experience.

Issue Resolution: Investigate, diagnose, and resolve technical issues related to software applications. This may involve analyzing log files, debugging, and collaborating with development teams to find solutions.

Communication: Maintain clear and concise communication with end-users, as well as internal teams. Provide updates on issue resolution progress and ensure users are informed about any potential downtimes or system changes.

Documentation: Create and maintain documentation, including FAQs, knowledge base articles, and troubleshooting guides to assist both end-users and other support staff.

Collaboration: Work closely with software developers, QA teams, and other IT professionals to understand application architecture, features, and updates. Collaborate on identifying and implementing improvements to enhance application stability and performance.

Monitoring: Utilize monitoring tools to proactively identify potential issues before they impact users. Implement and maintain alerts for critical system events.

Software Deployment: Assist in the deployment of new applications or updates, ensuring a smooth transition and minimal disruption to users.

Training: Conduct training sessions for end-users on how to effectively use applications, guiding them through new features and best practices.

Security: Collaborate with security teams to ensure that applications comply with security policies and standards. Monitor and address security vulnerabilities in applications.
Bachelors degree – equivalent majoring in business / technical.

Minimum 1-2 years of experience in completed project software development, support and ITSM with any tools (ServiceNow is a plus)

Strong technical knowledge in No Code Platform, databases, operating systems, and networking protocols.

Proficiency in PowerPlatform, php, ReactJS, ReactNative, Net Core, C#, JavaScript, Python or UIPath may also be required.

Ability to identify, troubleshoot, and resolve technical issues.

Excellent customer service skills to provide support to end-users and ensure their needs are met in a timely and effective manner.

Strong attention to detail, ability to identify and analyze technical issues and incidents to determine root cause.

Ability to manage multiple tasks and responsibilities, and work under pressure to meet deadlines

Strong communication skills, both written and verbal.