job description
Are you a detail-oriented IT professional looking to launch or advance your career in the high-stakes world of Banking Technology? Sigma Global Technology is seeking a proactive and service-minded L1 Support Engineer to join our dynamic team in Jakarta Selatan. In this role, you will be the first point of contact for our banking clients, ensuring that critical financial systems operate seamlessly.
We prioritize professional development and believe in fostering a balanced work environment. As part of our team, you will gain hands-on experience in complex banking ecosystems, supported by structured mentorship and modern infrastructure. If you are passionate about troubleshooting, system monitoring, and providing exceptional technical support, we want to hear from you.
Responsibility
- Serve as the primary point of contact for users reporting technical issues within the banking platform.
- Monitor system performance and perform initial triage of incidents to minimize downtime.
- Document all technical issues, troubleshooting steps, and resolutions accurately in the ticketing system.
- Escalate complex incidents to L2/L3 engineering teams according to established Service Level Agreements (SLAs).
- Assist in the deployment and configuration of banking software updates and system patches.
- Communicate effectively with internal stakeholders regarding the status of high-priority system outages.
- Ensure compliance with banking security protocols and internal data protection policies during all support interactions.
Qualifications
- Diploma or Bachelor’s degree in Information Technology, Computer Science, or a related field.
- Minimum 1-2 years of experience in a Help Desk, Service Desk, or L1 Support role, preferably within the Banking or FinTech industry.
- Proficiency in troubleshooting common hardware, software, and network connectivity issues.
- Strong understanding of ticketing systems (e.g., Jira, ServiceNow, or similar tools).
- Excellent verbal and written communication skills in both Indonesian and English.
- Analytical mindset with the ability to diagnose root causes under high-pressure scenarios.
- Willingness to work in flexible shifts to support 24/7 banking operational needs.