job description
Join SolarWinds, a global leader in IT management solutions, as a Helpdesk Analyst based in beautiful Bali! As the first point of contact for our international team, you’ll deliver world-class technical support to resolve hardware, software, and network issues efficiently. This role offers the unique opportunity to work remotely from paradise while contributing to a dynamic, fast-paced IT environment.
You’ll collaborate with cross-functional teams to troubleshoot complex problems, ensure seamless IT operations, and enhance user productivity. Ideal for tech-savvy professionals who thrive in a customer-centric role, this position combines technical expertise with exceptional communication skills to drive satisfaction across our global workforce.
Why Bali? Enjoy a tropical work-life balance with flexible remote options while being part of a cutting-edge IT support team that powers mission-critical systems worldwide.
Responsibility
- Provide first-level technical support via phone, email, and chat for hardware, software, and network issues.
- Diagnose and resolve end-user problems (Windows/macOS, MS Office, VPN, Active Directory, etc.) with minimal supervision.
- Escalate complex incidents to Tier 2/3 support with detailed documentation and follow-up.
- Maintain IT asset inventory and track support tickets using service management tools (e.g., ServiceNow, Jira).
- Assist with onboarding/offboarding processes, including account provisioning and device setup.
- Create and update knowledge base articles to improve self-service resolution rates.
- Monitor system alerts and proactively address potential IT disruptions.
- Collaborate with global teams to implement IT policies and security best practices.
Qualifications
- 2+ years of experience in IT helpdesk, desktop support, or a related technical role.
- Proficiency in Windows 10/11, macOS, and Microsoft 365 (Outlook, Teams, SharePoint).
- Familiarity with ticketing systems (ServiceNow, Zendesk, etc.) and remote support tools (TeamViewer, AnyDesk).
- Strong troubleshooting skills for hardware (laptops, printers, mobile devices) and software applications.
- Excellent English communication (written and verbal) with a customer-focused mindset.
- Basic understanding of networking concepts (TCP/IP, DNS, VPN) and Active Directory.
- Certifications such as CompTIA A+, ITIL v4, or Microsoft Modern Desktop are a plus.
- Ability to work flexible hours to support global time zones (occasional shifts may be required).