Deskripsi Pekerjaan
Join our elite support team at TechSolutions Indonesia! We're seeking a Technical Support Specialist to deliver exceptional customer experiences while solving complex technical challenges. This role offers growth opportunities in a dynamic environment where innovation meets customer-centric solutions.
Our ideal candidate thrives in fast-paced settings and possesses deep technical expertise. You'll be instrumental in maintaining our reputation for reliability and excellence while supporting enterprise clients across Indonesia.
Tanggung Jawab
- Diagnose and resolve hardware/software issues with enterprise-level systems
- Provide Tier 2-3 technical support via phone, email, and remote access
- Document troubleshooting processes and create knowledge base articles
- Collaborate with engineering teams to escalate critical incidents
- Maintain service level agreements (SLAs) with 99.5% uptime target
- Train junior support staff on advanced troubleshooting techniques
- Analyze support metrics to identify improvement opportunities
Kualifikasi
- S1 degree in Computer Science or related field (or equivalent experience)
- Minimum 3 years in enterprise technical support role
- Expertise in Windows Server, Linux, and cloud platforms (AWS/Azure)
- Certification in CompTIA A+/Network+ or Microsoft Azure Fundamentals
- Fluent in Bahasa Indonesia and English (verbal/written)
- Strong problem-solving skills with analytical mindset
- Experience with ticketing systems (Zendesk/Jira) and monitoring tools
- Ability to work rotating shifts including weekends