job description
Join Agilitec IT as a Level 2 Support Technician in the vibrant heart of Bali! This is your opportunity to advance your IT career while enjoying the island’s dynamic work-life balance. As a key member of our technical team, you’ll provide advanced troubleshooting, system administration, and mentorship to junior staff—all while contributing to process improvements and documentation that drive operational excellence.
We’re looking for a proactive problem-solver with a passion for technology and a commitment to delivering exceptional service. Whether you’re resolving complex technical issues, optimizing IT infrastructure, or collaborating with cross-functional teams, your expertise will play a critical role in maintaining our high standards of performance and reliability.
Based in one of Bali’s most sought-after locations—Canggu, Ubud, Denpasar, Jimbaran, Nusa Dua, Kuta, or Badung—you’ll work in a modern, collaborative environment with opportunities for growth, professional development, and a lifestyle that blends work with the island’s unique culture and natural beauty.
Responsibility
- Provide advanced technical support for hardware, software, and network issues, escalating complex problems as needed.
- Diagnose and resolve system-level incidents for servers, workstations, and cloud-based applications.
- Mentor and train Level 1 support technicians to improve team efficiency and knowledge sharing.
- Develop and maintain technical documentation, including troubleshooting guides, FAQs, and SOPs.
- Collaborate with IT teams to implement process improvements and automate repetitive tasks.
- Monitor system performance and proactively address potential issues to minimize downtime.
- Assist in IT infrastructure projects, including deployments, upgrades, and migrations.
- Ensure compliance with security policies and best practices for data protection.
Qualifications
- 3+ years of experience in IT support, with a focus on Level 2 or higher.
- Proficiency in troubleshooting Windows/Linux systems, networking (TCP/IP, DNS, DHCP), and virtualization.
- Experience with ticketing systems (e.g., ServiceNow, Jira, Zendesk) and remote support tools.
- Strong knowledge of Active Directory, Group Policy, and cloud services (AWS, Azure, Google Cloud).
- Excellent communication and problem-solving skills, with the ability to explain technical concepts to non-technical users.
- Certifications such as CompTIA A+, Network+, or Microsoft Certified IT Professional (MCITP) are a plus.
- Ability to work independently and in a team, with a customer-centric approach.
- Fluency in English (written and spoken) is required.