job description
Join Information Professionals, a leading IT services provider, as an L1 Technical Support Specialist / Service Desk Analyst and kickstart your career in IT support with a dynamic, remote-friendly role based in Bali, Indonesia! This is an excellent opportunity for tech-savvy individuals who thrive in fast-paced environments and are passionate about delivering exceptional technical assistance.
As the first point of contact for end-users, you’ll play a crucial role in troubleshooting technical issues, resolving incidents, and ensuring seamless IT operations. This role offers career growth opportunities, allowing you to develop your skills in IT support, customer service, and problem-solving while working with cutting-edge technologies.
If you’re looking for a role that combines technical challenges with a supportive work culture, this is the perfect fit. Enjoy the flexibility of remote work while being part of a global team that values innovation, collaboration, and professional development. Apply now and take the next step in your IT career!
Information Professionals is an equal-opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.
Responsibility
- Serve as the first point of contact for end-users experiencing technical issues via phone, email, or chat.
- Troubleshoot and resolve hardware, software, and network-related incidents in a timely manner.
- Log, track, and document support tickets using IT service management (ITSM) tools.
- Escalate complex issues to higher-level support teams while providing clear and concise details.
- Assist users with account setup, password resets, and access permissions.
- Provide remote support using tools like TeamViewer, Remote Desktop, or similar applications.
- Collaborate with IT teams to identify recurring issues and suggest process improvements.
- Maintain up-to-date knowledge of company products, services, and IT policies.
Qualifications
- Minimum of 1 year of experience in IT support, service desk, or a related technical role.
- Basic knowledge of Windows OS, Microsoft Office Suite, and common business applications.
- Familiarity with ITIL processes and ITSM tools (e.g., ServiceNow, Zendesk, Jira).
- Strong problem-solving skills and ability to diagnose technical issues efficiently.
- Excellent communication skills in English, both written and verbal.
- Ability to work in a fast-paced environment with minimal supervision.
- Customer-focused mindset with a passion for delivering high-quality support.
- Certifications such as CompTIA A+, ITIL Foundation, or Microsoft Certified: Modern Desktop Administrator are a plus.