job description
Join Agilitec IT as a Service Desk Agent and become the go-to technical support hero for our diverse client portfolio in a fast-paced, multi-tenant environment. Based in the vibrant hub of Canggu, Bali, youâll thrive in a dynamic role where no two days are the sameâswitching seamlessly between client accounts, troubleshooting complex IT issues, and delivering exceptional service that keeps businesses running smoothly.
This is more than just a helpdesk role. Youâll be the first line of defense for end-users, leveraging your technical expertise to resolve incidents, manage service requests, and ensure minimal downtime. Whether itâs hardware, software, or network-related challenges, your problem-solving skills and customer-centric approach will make you an invaluable part of our team.
At Agilitec IT, we value agility, precision, and collaboration. If youâre passionate about IT support, love working in a high-velocity setting, and enjoy the variety of supporting multiple clients, this is your opportunity to grow in a global, remote-friendly tech environment.
Responsibility
- Provide first-level technical support via phone, email, chat, and ticketing systems for multiple client accounts.
- Diagnose and resolve hardware, software, and network issues efficiently, escalating complex problems to higher tiers when necessary.
- Manage, track, and update service desk tickets in compliance with SLAs, ensuring timely resolution and clear communication.
- Perform remote troubleshooting for operating systems (Windows/macOS/Linux), applications, and cloud services (e.g., Microsoft 365, Google Workspace).
- Assist with user account management, including password resets, access permissions, and onboarding/offboarding processes.
- Document solutions and maintain an up-to-date knowledge base to improve self-service options for end-users.
- Collaborate with cross-functional teams to identify recurring issues and contribute to process improvements.
- Deliver proactive support by monitoring systems and anticipating potential issues before they impact users.
Qualifications
- 1+ years of experience in IT support, helpdesk, or service desk roles (preferably in a multi-tenant or MSP environment).
- Strong knowledge of Windows, macOS, and Linux operating systems, as well as common business applications.
- Familiarity with ticketing systems (e.g., Zendesk, Jira, ServiceNow) and remote support tools (e.g., TeamViewer, AnyDesk).
- Excellent written and verbal communication skills in English, with a customer-focused mindset.
- Ability to prioritize tasks in a high-volume environment and adapt quickly to changing client needs.
- Basic understanding of networking concepts (TCP/IP, DNS, VPN) and cloud services (AWS, Azure, Google Cloud).
- Certifications such as CompTIA A+, ITIL v4, or Microsoft Certified: Modern Desktop Administrator are a plus.
- Proven problem-solving skills and a proactive approach to learning new technologies.