job description
Join Sourcefit, a leading provider of innovative IT solutions, as our next Level 2 Helpdesk Support Specialist in a hybrid role based in beautiful Bali, Indonesia! This is an exciting opportunity to advance your career in IT support while enjoying the flexibility of a hybrid work environment in one of the worldâs most sought-after destinations.
As a Level 2 Helpdesk Support Specialist, you will play a critical role in ensuring seamless IT operations for our clients. Youâll troubleshoot complex technical issues, provide expert assistance to end-users, and collaborate with cross-functional teams to resolve escalated concerns. This role is perfect for a tech-savvy professional with a passion for problem-solving and a commitment to delivering exceptional customer service.
At Sourcefit, we value innovation, collaboration, and continuous learning. Youâll work with cutting-edge technologies, receive ongoing training, and have the opportunity to grow within a dynamic and supportive team. Whether youâre based in Canggu, Ubud, Denpasar, Jimbaran, Nusa Dua, Kuta, or Badung, this hybrid role offers the perfect balance between professional growth and a high quality of life in Bali.
If youâre ready to take your IT support career to the next level while enjoying the best of Baliâs culture and lifestyle, weâd love to hear from you!
Responsibility
- Provide advanced technical support to end-users via phone, email, or ticketing systems, resolving Level 2 IT issues efficiently.
- Troubleshoot and diagnose hardware, software, and network-related problems, including operating systems, applications, and peripherals.
- Escalate complex technical issues to Level 3 support or specialized teams when necessary, ensuring timely resolution.
- Collaborate with IT teams to implement and maintain IT policies, procedures, and best practices.
- Document all support interactions, solutions, and troubleshooting steps in the helpdesk knowledge base.
- Assist in the deployment, configuration, and maintenance of IT assets, including workstations, laptops, and mobile devices.
- Provide training and guidance to Level 1 support staff and end-users to improve technical proficiency.
- Monitor and respond to IT service alerts, ensuring minimal downtime and optimal system performance.
Qualifications
- Minimum of 2-3 years of experience in IT support, helpdesk, or a related technical role.
- Strong knowledge of Windows and macOS operating systems, Microsoft 365, and Active Directory.
- Familiarity with networking concepts, including TCP/IP, DNS, DHCP, and VPN.
- Experience with remote desktop tools, ticketing systems (e.g., Zendesk, ServiceNow), and IT asset management.
- Excellent problem-solving skills and the ability to work under pressure in a fast-paced environment.
- Strong communication skills in English, both written and verbal, with a customer-focused mindset.
- Relevant certifications (e.g., CompTIA A+, ITIL, Microsoft Certified: Modern Desktop Administrator) are a plus.
- Ability to work independently in a hybrid environment and manage time effectively.