job description
Join NOVAX SOLUTION as an IT Support Specialist (L1 / L2 Support) and play a pivotal role in delivering exceptional technical assistance to our users. Based in the vibrant regions of Bali, you will be the go-to expert for resolving IT issues, managing service tickets, and ensuring seamless operations. This role offers a dynamic work environment where collaboration and problem-solving are key. If you are passionate about technology and thrive in a fast-paced setting, this is the perfect opportunity for you.
At NOVAX SOLUTION, we value innovation, teamwork, and customer satisfaction. As part of our IT support team, you will work closely with cross-functional teams to maintain high service levels and adhere to SLAs. Your expertise will directly impact our ability to provide reliable and efficient IT services, making you an integral part of our success.
Responsibility
- Provide first and second-level technical support to end-users, resolving hardware, software, and network issues.
- Manage and prioritize IT support tickets, ensuring timely resolution and adherence to SLAs.
- Collaborate with IT teams to escalate complex issues and implement effective solutions.
- Maintain and update IT documentation, including troubleshooting guides and knowledge base articles.
- Assist in the setup, configuration, and maintenance of IT equipment and systems.
- Monitor system performance and conduct regular checks to prevent potential issues.
- Deliver excellent customer service, ensuring user satisfaction and minimal downtime.
- Participate in IT projects and initiatives to enhance system efficiency and user experience.
Qualifications
- Diploma or Bachelor's degree in Information Technology, Computer Science, or a related field.
- Proven experience in IT support, with a strong understanding of L1 and L2 support functions.
- Proficiency in troubleshooting hardware, software, and network issues.
- Familiarity with IT service management tools and ticketing systems.
- Excellent communication and interpersonal skills, with a customer-focused approach.
- Ability to work independently and as part of a team in a fast-paced environment.
- Strong problem-solving skills and attention to detail.
- Certifications such as CompTIA A+, ITIL, or Microsoft Certified Professional are a plus.