job description
Join HCLTech as an L1 Support Engineer and become a vital part of our global IT support team in the vibrant heart of Bali, Indonesia. This is a unique opportunity to provide first-level technical assistance to our diverse clientele while working in one of the world’s most sought-after destinations—Badung, home to Canggu, Ubud, Denpasar, and other iconic locations.
As an L1 Support Engineer, you will serve as the first point of contact for end-users, troubleshooting hardware, software, and network issues with efficiency and professionalism. Your role is critical in ensuring seamless IT operations, minimizing downtime, and delivering exceptional customer service. HCLTech is committed to fostering a dynamic work environment where innovation and collaboration thrive, and this position offers the perfect blend of technical challenge and work-life balance in a tropical paradise.
If you are a problem-solver with a passion for technology and a desire to grow in the IT support domain, we invite you to apply and take the next step in your career with a leading global technology company.
Responsibility
- Provide first-level technical support via phone, email, and chat to resolve hardware, software, and network-related issues.
- Diagnose and troubleshoot Windows, macOS, and Linux operating systems, as well as common business applications (e.g., Microsoft Office, collaboration tools).
- Log, track, and escalate unresolved issues to L2/L3 support teams with detailed documentation for efficient resolution.
- Perform remote desktop support to assist users with system configurations, updates, and access permissions.
- Conduct basic network troubleshooting, including connectivity, VPN, and Wi-Fi issues.
- Assist in user account management, including password resets, access requests, and Active Directory updates.
- Maintain a knowledge base of common issues and solutions to improve response times and self-service options.
- Collaborate with cross-functional teams to ensure SLA compliance and high customer satisfaction ratings.
Qualifications
- Bachelor’s degree in Computer Science, Information Technology, or a related field (or equivalent work experience).
- Minimum 1-2 years of experience in IT support, helpdesk, or a similar role.
- Strong knowledge of operating systems (Windows, macOS, Linux) and troubleshooting methodologies.
- Familiarity with ticketing systems (e.g., ServiceNow, Zendesk) and remote support tools (e.g., TeamViewer, AnyDesk).
- Excellent communication and interpersonal skills with a customer-centric approach.
- Ability to work independently and in a team in a fast-paced, global environment.
- Certifications such as CompTIA A+, ITIL v4, or Microsoft Certified: Modern Desktop Administrator are a plus.
- Willingness to work in shift-based roles to support global clients (if applicable).