Engineer On Site

South Jakarta·DKI Jakarta·IndonesiaCustomer Excellence

Job Detail

Job Type
:  Contract
Job Industry
:  Telecommunications
Job Function
:  Engineering
:  Fresh Graduates / Less Than 1 Year Experience
:  High School or Equivalent (SMU, SMK, etc)

Key responsibilities and job tasks for this role:

  • Received and create ticket for customer inquiries rise via email, phone or chat, these includes incident reports, change request, or information request
  • 1st line troubleshoot, diagnose and resolve issues with the networks and SDWAN hardware, supplied and operated by Telkomtelstra.
  • Escalate to internal and external resolver group for incident resolution.
  • Provide input into technical documentation.
  • Provide pro-active ticket update on Change delivery, Incident resolution and Incident closing
  • Proactively monitor open ticket and engage related resolver groups to make sure tickets handled properly and action is taken by the ticket owner.
  • Develop intimate knowledge of customer’s networks and services to support troubleshooting and resolution of assurance incidents with customers, CSE and L3 support, Change Manager and Incident Manager.
  • Ensure EoS support function aligns with ITIL standards and methodology framework
  • Stays current on technical specifications for hardware/software requirements of managed services and industry products through professional associations, trade journals, networking, and associated training and seminars
  • Responsible for sharing information and best practices with others.
  • Demonstrates flexibility and focus to priorities and undertake activity in Operations as required to support Telkomtelstra growth
  • Meets company health, safety and environment requirements
  • Vocational School Graduates majoring in Telecommunication,IT and/or Electrical Engineering,  Diploma or Bachelor degree with relevant major.
  • +1 years’ experience working on call center handling customer complains on network infrastructures.
  • +2 Years managing and troubleshooting LAN and WAN connection, especially interconnection between edge router and WAN provider connection.
  • Associate level certification in IT/networking is mandatory (MTCNA or CCNA)
  • Have a strong basic customer service aptitude.
  • Strong technical aptitude.
  • Ability to show initiative in solving problems and drive to succeed
  • Excellent team player
  • Possess dynamic, positive attitude
  • Willingness to get involved and take responsibility for all elements required to bring a positive outcome for the company
  • Willing to work on 24x7 shift as required
  • Willing to be putted on customer sites (Mandatory) and able to work with minimum supervision
  • Medium proficiency in English (written and verbal)


  • Overtime Allowance
  • Attractive Remuneration Package
  • Opportunity to Grow
Skills Requirements
Customer ServicesEngineeringCCNAMTCNATelecommunicationIT
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