IT Support, L1 & L2

In Greater Jakarta, Stampede Solution is one of the leading technology providers to the Accounts Receivable Management and Recovery industry. As an IT Support Analyst (L1), you will be the first point of contact for our clients technical issues, troubleshooting problems, managing tickets, and ensuring smooth day-to-day operation of our accounts receivable and debt collection software systems.

Key Accountabilities

• Respond promptly to customer enquiries, log cases, provide information, and troubleshoot to resolve customer problems.
• Keep customers informed, and set and follow through on commitments.
• Maintain precise case documentation and clear case ownership.
• Escalate to next-level support in a timely manner when a case is too complex.
• Support testing and deployment of new releases on the client side.
• Suggest product improvements that help reduce the cost of support.

Troubleshooting & Issue Resolution

Perform first-level troubleshooting by:

• Reviewing documentation.
• Checking logs and system behavior.
• Referring to past cases and known issues.
• Escalating issues only after sufficient investigation, with clear findings and context.

Supporting SMS-Related Systems

• Monitor the SMS server and ensure the program runs smoothly.
• Troubleshoot and resolve SMS-related issues raised by clients.
• Maintain software applications and operating systems, and perform regular maintenance.

Ticket & SLA Management

• Manage multiple tickets simultaneously.
• Prioritize issues based on urgency, impact, and SLA requirements.
• Ensure accurate and complete documentation for every case.
• Follow up proactively to ensure issues are properly closed.

Testing & Deployment Support

• Assist with client-side testing and deployment of new releases.
• Participate in System Testing (ST) and User Acceptance Testing (UAT) as needed.
• Report defects clearly, with steps, evidence, and expected behavior.

Knowledge & Process Improvement

• Document solutions and recurring issues to improve team efficiency.
• Suggest improvements that help reduce repeated support issues.
• Continuously build knowledge of product behavior and common failure patterns.

Teamwork & Working Arrangements

• Attend and contribute positively to team meetings.
• Share information openly with team members, and work comfortably with all stakeholders.
• Collaborate with the team to bring in new ideas, tools, and practices.
• Support colleagues when needed, including coverage during leave or absences.
• Occasional late hours and rotational weekend standby may be required.

Job Requirements

• College or University degree in Computer Science or a related discipline.
• Comfortable communicating with clients verbally, including phone calls.
• Willing and able to troubleshoot independently using documentation.
• Able to stay calm under pressure and handle complaints professionally.
• Strong sense of ownership, you follow tickets through to resolution.
• Able to multitask and prioritize effectively under SLA pressure.
• Resilient mindset, able to stay composed in stressful situations.
• Basic understanding of:
• - Databases (MySQL, simple queries/joins)
• - Web systems or client-server concepts
• Exposure to any programming language (PHP, C#, etc.) is sufficient.
• Exposure to Microsoft .NET development using C# is a plus, along with familiarity with client/server application development, databases, and MS Office tools.
• Strong problem-solving skills.
• Fluent in Bahasa Indonesia and working proficiency in English (for coordination with regional teams).