job description
Join enablesGROUP as a Level 1 Technical Support Engineer in the vibrant heart of Bali! This hybrid role offers the perfect blend of remote flexibility and on-site collaboration, allowing you to thrive in a dynamic, customer-centric environment.
As the first point of contact for technical inquiries, you’ll play a pivotal role in delivering seamless IT support, resolving issues efficiently, and ensuring user satisfaction. Your expertise in Microsoft 365 (M365), ticket management, and troubleshooting will be instrumental in maintaining operational excellence. Whether it’s managing user access, diagnosing hardware/software problems, or providing clear, step-by-step guidance, your problem-solving skills will drive productivity and trust.
Based in Bali’s most sought-after locations—Canggu, Ubud, Denpasar, Jimbaran, Nusa Dua, Kuta, or Badung—you’ll enjoy a work-life balance like no other, surrounded by inspiration and innovation. If you’re passionate about technology, thrive in a fast-paced setting, and love helping others succeed, this is your opportunity to grow with a forward-thinking company.
Responsibility
- Provide first-level technical support via phone, email, chat, and ticketing systems, ensuring timely and professional responses.
- Diagnose and resolve hardware, software, and network issues for end-users, escalating complex problems to higher tiers when necessary.
- Manage and prioritize IT support tickets using industry-standard tools, ensuring SLA compliance and customer satisfaction.
- Assist users with Microsoft 365 (M365) applications, including Outlook, Teams, SharePoint, and OneDrive configuration and troubleshooting.
- Set up, configure, and troubleshoot user accounts, permissions, and access controls across various systems.
- Document solutions, common issues, and resolutions in a knowledge base to improve team efficiency.
- Collaborate with cross-functional teams to identify recurring technical issues and propose long-term fixes.
- Deliver exceptional customer service with a patient, empathetic, and solution-oriented approach.
Qualifications
- Bachelor’s degree in Information Technology, Computer Science, or a related field (or equivalent work experience).
- Proven experience (1+ years) in IT support, helpdesk, or technical troubleshooting roles.
- Strong proficiency in Microsoft 365 (M365) suite and Windows OS environments.
- Familiarity with ticketing systems (e.g., Zendesk, ServiceNow, Jira) and remote support tools.
- Excellent communication skills in English, with the ability to explain technical concepts to non-technical users.
- Basic knowledge of networking principles (TCP/IP, DNS, VPN) and hardware troubleshooting.
- Customer-focused mindset with a problem-solving attitude and attention to detail.
- Ability to work independently and collaboratively in a hybrid work environment.