Support Coordinator

Support Coordinator will be responsible for managing the operation work of engineer in a shift.
Job Descriptions
  • Oversee the work of engineers in the day shift, including tier 1, tier 2, and tier 3 roles for Windows, Linux, and Network System Administration
  • Ensure that ticket resolutions align with escalation procedures and meet Service Level Agreement (SLA) standards
  • Create comprehensive handover documents and reports for both the previous and next shifts, ensuring a seamless transition of responsibilities
  • Document various operational activities, including schedules, ticket histories, alerts, outage reports, and customer complaints
  • Review the performance and evaluate the quality of service provided by engineers when dealing with customers
  • Provide support and guidance to engineers when they encounter problems, have specific requests, or need updates
  • Bachelor's degree in computer science or a related field
  • 3+ years of experience in the similar position
  • Strong leadership abilities to effectively manage and lead the support engineering team
  • Proficiency in multitasking, particularly when dealing with a dynamic support environment
  • Basic knowledge of IT systems, including system engineering, Windows, Linux, and networking
  • Proficient in English
  • Willing to relocate to Surabaya (hybrid working set-up)
  • Willing to be on-call during weekends as needed

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