job description
Join Kalutasan, Inc as a Remote Technical Support Representative (MSP) and become part of a dynamic team delivering top-tier IT support to clients worldwide. In this role, you’ll troubleshoot, resolve, and escalate technical issues while ensuring seamless service delivery for managed service providers (MSPs).
Based in the vibrant and remote-friendly environment of Bali, Indonesia, you’ll collaborate with a global team, leveraging cutting-edge tools to provide proactive and reactive support. This is a unique opportunity for IT professionals passionate about problem-solving, customer satisfaction, and continuous learning in the ever-evolving tech landscape.
At Kalutasan, we value expertise, adaptability, and a customer-first mindset. If you thrive in a fast-paced, remote setting and have a knack for resolving complex technical challenges, we’d love to hear from you.
Responsibility
- Provide Level 1 and Level 2 technical support for MSP clients, including troubleshooting hardware, software, and network issues.
- Monitor and manage ticket queues, ensuring timely resolution and adherence to SLAs.
- Configure, deploy, and maintain end-user systems, servers, and cloud services (e.g., Microsoft 365, Azure, AWS).
- Collaborate with cross-functional teams to escalate and resolve complex technical incidents.
- Document solutions and update knowledge bases to improve efficiency and reduce recurrence.
- Conduct remote diagnostics and perform system health checks for proactive issue prevention.
- Assist with onboarding new clients and migrating existing systems to managed services.
- Deliver exceptional customer service with clear, professional communication via phone, email, and chat.
Qualifications
- 2+ years of experience in IT support, helpdesk, or MSP environments.
- Proficiency in Windows Server, Active Directory, and Microsoft 365 administration.
- Strong knowledge of networking fundamentals (TCP/IP, DNS, DHCP, VPN, firewalls).
- Experience with remote support tools (e.g., TeamViewer, AnyDesk, ConnectWise, SolarWinds).
- Familiarity with ticketing systems (e.g., Zendesk, ServiceNow, Autotask).
- Excellent written and verbal communication skills in English.
- Ability to work independently in a remote setting with minimal supervision.
- Relevant certifications (e.g., CompTIA A+, Network+, Microsoft Certified Professional) are a plus.