job description
Join Lewis Personnel Management, a leading IT talent partner, as a Senior Technical Support Engineer and become a key player in delivering exceptional technical assistance to our global clientele. Based in the vibrant tech hubs of Bali (Canggu, Ubud, Denpasar, Jimbaran, Nusa Dua, Kuta, or Badung), youâll work remotely while collaborating with cross-functional teams to resolve complex technical issues and enhance customer satisfaction.
In this role, youâll leverage your deep technical expertise to troubleshoot software, hardware, and network-related challenges, ensuring seamless operations for our clients. Youâll also contribute to knowledge base development, mentor junior support staff, and act as a bridge between customers and engineering teams. If youâre passionate about technology, problem-solving, and delivering top-tier support, this is your opportunity to grow with a dynamic, forward-thinking organization.
We offer a competitive salary package, flexible remote work arrangements, and a collaborative culture that values innovation and professional development. Join us and be part of a team thatâs shaping the future of IT support in Southeast Asia!
Responsibility
- Provide advanced technical support for software, hardware, and network-related issues via phone, email, and chat.
- Diagnose, troubleshoot, and resolve complex technical problems, escalating to engineering teams when necessary.
- Develop and maintain comprehensive knowledge base articles, FAQs, and documentation to improve self-service support.
- Collaborate with product and engineering teams to identify recurring issues and advocate for product improvements.
- Mentor and train junior support engineers, fostering a culture of continuous learning and excellence.
- Monitor system performance, identify potential issues, and implement proactive measures to prevent downtime.
- Ensure high customer satisfaction by delivering timely, accurate, and empathetic support.
- Participate in on-call rotations to provide 24/7 support coverage as needed.
Qualifications
- Bachelorâs degree in Computer Science, Information Technology, or a related field (or equivalent experience).
- Minimum of 3-5 years of experience in technical support, IT helpdesk, or a similar role.
- Proficiency in troubleshooting software, hardware, and network issues (e.g., Windows/Linux OS, TCP/IP, DNS, VPN, firewalls).
- Experience with remote desktop tools, ticketing systems (e.g., Zendesk, Jira), and CRM platforms.
- Strong problem-solving skills and ability to work under pressure in a fast-paced environment.
- Excellent communication skills in English (written and verbal) with a customer-centric mindset.
- Familiarity with scripting (e.g., Python, Bash) or basic programming is a plus.
- Certifications such as CompTIA A+, Network+, or ITIL are highly desirable.