job description
Join iFive Global as a Level 1 Service Desk Engineer in the vibrant heart of Bali! This is your opportunity to kickstart or advance your IT career in a dynamic, international environment with a flexible shifting schedule that fits your lifestyle.
As a frontline IT support specialist, you’ll play a pivotal role in delivering exceptional technical assistance to our global clients. You’ll troubleshoot hardware/software issues, resolve tickets efficiently, and ensure seamless operations for end-users—all while enjoying Bali’s world-class work-life balance.
We offer a competitive salary package (IDR 12M–13M/month), continuous professional development through certifications and training, and a collaborative workplace culture with regular team engagement activities. Whether you're based in Canggu, Ubud, or Denpasar, you’ll thrive in a role that values both technical excellence and personal growth.
If you’re passionate about IT support, eager to learn, and excited to work in a tropical paradise, apply now and take the first step toward a rewarding career with iFive Global!
Responsibility
- Provide first-level technical support via phone, email, and chat for hardware, software, and network-related issues.
- Log, track, and resolve IT service requests using ticketing systems (e.g., ServiceNow, Zendesk) with a focus on SLA compliance.
- Diagnose and troubleshoot Windows/macOS operating systems, Microsoft 365, and common business applications.
- Assist with user account management, password resets, and access permissions in Active Directory or Azure AD.
- Escalate complex issues to Level 2/3 support with detailed documentation and root-cause analysis.
- Maintain accurate records of all interactions and solutions in the knowledge base for future reference.
- Collaborate with cross-functional teams to identify recurring issues and propose process improvements.
- Adhere to shift schedules (including nights/weekends) to ensure 24/7 support coverage for global clients.
Qualifications
- 1+ years of experience in IT support, helpdesk, or service desk roles (fresh graduates with certifications are encouraged to apply).
- Proficiency in Windows 10/11, macOS, and Microsoft 365 (Outlook, Teams, SharePoint).
- Familiarity with ticketing tools (e.g., ServiceNow, Jira, Freshdesk) and remote support software (TeamViewer, AnyDesk).
- Basic knowledge of networking concepts (TCP/IP, DNS, VPN) and troubleshooting methodologies.
- Excellent English communication skills (written and verbal) with a customer-centric approach.
- Ability to work in rotating shifts (including graveyard shifts) and adapt to a fast-paced environment.
- Certifications such as CompTIA A+, ITIL v4, or Microsoft Modern Desktop are a plus.
- Strong problem-solving skills and a proactive attitude toward learning new technologies.