job description
Join Asticom as a Level 2 Support Engineer and play a pivotal role in resolving complex technical issues for our cutting-edge platforms. Based in the vibrant hub of Canggu, Bali, you’ll work in a dynamic, collaborative environment, ensuring seamless operations for our clients and internal teams.
As an L2 Support Engineer, you’ll be the go-to expert for escalated technical incidents, service requests, and system diagnostics. Your analytical skills and deep technical knowledge will drive efficient problem resolution, minimizing downtime and enhancing user experience. This role is perfect for professionals who thrive in fast-paced settings and are passionate about delivering top-tier IT support.
Why this role? Asticom is a leader in ICT solutions, and this position offers the chance to grow your career in a globally connected, innovative company while enjoying the work-life balance of Bali’s premier tech community.
Responsibility
- Provide advanced troubleshooting for platform-related incidents, service requests, and system outages.
- Escalate and collaborate with L3 support and development teams for complex issue resolution.
- Monitor, analyze, and document technical problems to identify root causes and prevent recurrence.
- Develop and maintain knowledge base articles and FAQs for common issues to empower L1 support teams.
- Perform system health checks, log analysis, and performance tuning to ensure optimal platform stability.
- Assist in the deployment, configuration, and testing of software updates and patches.
- Provide timely and professional communication to stakeholders regarding incident status and resolutions.
- Participate in on-call rotations to ensure 24/7 support coverage for critical systems.
Qualifications
- Bachelor’s degree in Computer Science, IT, Engineering, or a related field (or equivalent experience).
- Minimum 3+ years of experience in IT support, with at least 1-2 years in L2/L3 support roles.
- Strong knowledge of Linux/Windows server environments, networking (TCP/IP, DNS, DHCP), and cloud platforms (AWS, Azure).
- Experience with ticketing systems (e.g., Jira, Zendesk) and remote support tools.
- Proficiency in scripting (Bash, Python, PowerShell) for automation and troubleshooting.
- Excellent problem-solving, communication, and teamwork skills.
- Familiarity with database management (SQL, NoSQL) and API troubleshooting is a plus.
- Certifications such as CompTIA A+, Network+, or ITIL are advantageous.