job description
Join COCOGEN as an IT Application Support Associate in beautiful Bali and play a pivotal role in ensuring seamless technical operations for our growing organization. This position is ideal for a detail-oriented professional with a passion for troubleshooting and resolving system-related issues. You will serve as the first point of contact for end-users, providing timely and effective support through our ticketing system while contributing to the optimization of IT processes.
Based in Bali, you’ll collaborate with a dynamic team to maintain high system availability, enhance user experience, and drive IT service excellence. Whether you're assisting with software configurations, diagnosing technical problems, or documenting solutions, your expertise will directly impact our operational efficiency and customer satisfaction.
If you thrive in a fast-paced environment and are eager to grow your career in IT support, this is your opportunity to make a difference in a forward-thinking company.
Responsibility
- Provide first-line technical support for system-related issues via phone, email, and ticketing system.
- Diagnose, troubleshoot, and resolve hardware, software, and network problems efficiently.
- Monitor and manage incoming support tickets, ensuring timely responses and resolutions.
- Collaborate with IT teams to escalate complex issues and follow up on resolutions.
- Maintain accurate documentation of support cases, solutions, and user guides.
- Assist in the deployment, configuration, and testing of new applications and updates.
- Conduct regular system checks to identify and address potential issues proactively.
- Deliver exceptional customer service by communicating technical details clearly to non-technical users.
Qualifications
- Bachelor’s degree in Information Technology, Computer Science, or a related field.
- Minimum of 1-2 years of experience in IT support, helpdesk, or a similar role.
- Strong knowledge of operating systems (Windows, macOS, Linux) and office productivity suites.
- Familiarity with ticketing systems (e.g., Jira, Zendesk) and remote support tools.
- Excellent problem-solving and analytical skills with a customer-centric approach.
- Effective communication skills, both written and verbal, in English.
- Ability to work independently and collaboratively in a team environment.
- Certifications such as CompTIA A+, ITIL, or Microsoft Certified Professional are a plus.