job description
Join Satellite Office as an IT Help Desk Analyst in the vibrant heart of Bali! This is a unique opportunity to provide onsite technical support in one of Southeast Asia’s most dynamic work environments. Based in Canggu, Ubud, or Denpasar, you’ll be the go-to expert for resolving hardware, software, and network issues while ensuring seamless operations for our clients and team members.
As part of our growing IT support team, you’ll play a critical role in maintaining productivity by delivering prompt, professional, and solutions-oriented assistance. Whether troubleshooting workstations, configuring systems, or guiding users through technical challenges, your expertise will directly impact our operational efficiency. Bali’s thriving digital nomad and business ecosystem offers an inspiring backdrop for your career growth.
We’re looking for a detail-oriented problem-solver with a passion for technology and exceptional customer service skills. If you thrive in a collaborative, fast-paced environment and want to combine your IT expertise with the island’s unique work-life balance, this role is for you!
Responsibility
- Provide onsite and remote technical support to end-users for hardware, software, and network-related issues.
- Diagnose, troubleshoot, and resolve IT incidents (e.g., workstation errors, printer issues, email/connectivity problems) within SLA timeframes.
- Install, configure, and maintain desktops, laptops, peripherals, and mobile devices for employees and clients.
- Manage user accounts, permissions, and access controls in Active Directory, Microsoft 365, or Google Workspace.
- Assist in network setup, Wi-Fi troubleshooting, and basic cybersecurity measures (e.g., antivirus, firewall checks).
- Document all support requests, solutions, and recurring issues in the IT ticketing system.
- Collaborate with the IT team to escalate complex issues and implement system upgrades or patches.
- Conduct user training on new software, tools, or IT policies to enhance digital literacy.
Qualifications
- 2+ years of experience in IT support, help desk, or a similar role (onsite support preferred).
- Proficiency in Windows/macOS, Microsoft Office/365, and basic networking (TCP/IP, DNS, DHCP).
- Hands-on experience with hardware troubleshooting (PCs, printers, routers) and software installation.
- Familiarity with ticketing systems (e.g., Zendesk, Jira, ServiceNow) and remote support tools (TeamViewer, AnyDesk).
- Strong problem-solving and communication skills with a customer-centric approach.
- Ability to work independently and in a team in a multicultural, English-speaking environment.
- Certifications such as CompTIA A+, ITIL, or Microsoft Certified: Modern Desktop Administrator are a plus.
- Willingness to work onsite in Bali (Canggu, Ubud, or Denpasar) with occasional travel to client locations.