Customer Support Engineer

: Information Technology and Services
: Engineering
: Staff / Junior Staff

• Resolve incident escalated by customer or Level1/EoS in respect of SLA.
• Create and maintain technical documentation, eg Network topology, Root Cause Analysis, Detail Implemenation Plan, etc
•  Escalate to Level 3 for complex issues and problem.
•  Work with, coordinate and follow up external resolver group for incident resolution and change request implementation
•   As a technical resources of customer solution for internal and external stakeholder engagement
•   Understand customer application behavior and criticality
•   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 CSE 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


•    +2 years’ experience in ICT and Managed Services Business Environment or equivalent
•    +4 years’ experience on maintaining and troubleshooting on LAN/WAN device and connectivity issue .
•    University degree (S1) or equivalent in IT and/or Electrical Engineering
•    CCNA minimum, CCNP or other network professional level certification is preferable.
•    Able to demonstrate network troubleshooting skills in the interview
•    Detailed level hands on experience with the related technology applied for the positions on the enterprise or telco environment
•    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


• Exposure to the latest technology

• Great Health Benefit

• Great Work Culture

  • A joint venture that supported by two large successful organizations, Telkom Indonesia and Telstra Australia
  • Provide opportunities for innovation and ideas
  • Telkomtelstra attracts the top talent in the market
  • Enjoy working in a flat structure with engaged employees who collaborate together
  • Flexible working time and supportive environment
  • Opportunity for career development

Apply here