job description
Join Annex Digital Inc., a leading provider of digital solutions, as an Entry-Level Service Desk Agent and kickstart your career in IT support while enjoying the flexibility of working remotely from Bali, Indonesia! This full-time role offers competitive compensation, overtime opportunities, and a chance to develop your technical and customer service skills in a dynamic, global environment.
As the first point of contact for our clients, youâll play a crucial role in ensuring seamless technical support and exceptional customer experiences. Whether youâre troubleshooting software issues, guiding users through technical challenges, or resolving service requests, your problem-solving skills and positive attitude will make a real difference. This role is perfect for tech-savvy individuals who thrive in fast-paced environments and are eager to grow their careers in IT support, helpdesk management, or systems administration.
At Annex Digital, we value collaboration, continuous learning, and innovation. Youâll work alongside a talented team of professionals, gain hands-on experience with industry-standard tools, and receive training to enhance your technical expertise. Plus, with the flexibility to work remotely from Bali, you can enjoy a balanced lifestyle while advancing your career in the tech industry.
If youâre passionate about technology, enjoy helping others, and want to build a rewarding career in IT support, weâd love to hear from you. Apply now and take the first step toward a fulfilling role with growth opportunities!
Responsibility
- Provide first-level technical support to customers via phone, email, chat, or ticketing systems, ensuring timely and accurate resolution of inquiries.
- Troubleshoot and resolve hardware, software, and network-related issues for end-users, escalating complex problems to senior support teams when necessary.
- Document all support interactions, resolutions, and follow-up actions in the companyâs ticketing system to maintain accurate records and improve service quality.
- Assist users with account setup, password resets, software installations, and system configurations to ensure smooth onboarding and ongoing access.
- Collaborate with cross-functional teams, including IT, operations, and customer success, to identify recurring issues and contribute to process improvements.
- Monitor and respond to system alerts, service requests, and incident reports to minimize downtime and ensure business continuity.
- Provide clear, concise, and professional communication to customers, explaining technical concepts in an easy-to-understand manner.
- Participate in training sessions and knowledge-sharing activities to stay updated on company products, services, and best practices in IT support.
Qualifications
- High school diploma or equivalent; associate or bachelorâs degree in Information Technology, Computer Science, or a related field is a plus.
- Basic understanding of IT concepts, including hardware, software, networking, and operating systems (Windows, macOS, or Linux).
- Strong problem-solving skills and the ability to diagnose and resolve technical issues efficiently.
- Excellent communication skills in English, both written and verbal, with the ability to explain technical details clearly to non-technical users.
- Customer-focused mindset with a passion for delivering exceptional service and building positive relationships.
- Familiarity with helpdesk ticketing systems (e.g., Zendesk, ServiceNow, or Freshdesk) is an advantage.
- Ability to work independently in a remote setting while maintaining productivity and meeting deadlines.
- Willingness to work flexible hours, including overtime, to support global clients and ensure 24/7 service availability.