job description
Join Sourcefit as a Senior IT Helpdesk Technician L2 and play a pivotal role in delivering high-level technical support to our global clients. This remote position based in Bali offers the flexibility to work from home while ensuring seamless IT operations for hardware, software, Microsoft 365, and network connectivity issues.
As a senior technician, you will troubleshoot complex technical problems, provide expert guidance to L1 support teams, and ensure minimal downtime for end-users. Your expertise in identity management, productivity tools, and system diagnostics will be instrumental in maintaining our commitment to exceptional service.
If you are a problem-solver with a passion for IT support and thrive in a dynamic, remote work environment, we want you on our team!
Responsibility
- Provide advanced L2 technical support for hardware, software, and network-related issues.
- Troubleshoot and resolve Microsoft 365, Active Directory, and productivity tool challenges.
- Escalate and manage complex IT incidents, ensuring timely resolution.
- Collaborate with L1 support teams to improve troubleshooting processes.
- Maintain documentation of technical issues, solutions, and best practices.
- Assist in IT infrastructure projects, including system upgrades and migrations.
- Monitor and maintain network connectivity and security protocols.
- Deliver exceptional customer service with a focus on user satisfaction.
Qualifications
- Bachelor’s degree in IT, Computer Science, or related field (or equivalent experience).
- 3+ years of experience in IT support, with a focus on L2 troubleshooting.
- Strong knowledge of Microsoft 365, Windows OS, and Active Directory.
- Experience with network diagnostics, VPN, and remote support tools.
- Excellent problem-solving and communication skills.
- Ability to work independently in a remote setting.
- Relevant certifications (e.g., CompTIA A+, Microsoft Certified) are a plus.