job description
AbroadWorks Inc. is seeking a highly skilled Tier 3 Technical Support Engineer to join our dynamic team in Bali, Indonesia. This is an exceptional opportunity for a seasoned IT professional with deep expertise in Microsoft technologies, cloud platforms, networking, and virtualization to provide enterprise-level support in a fast-paced environment.
As a Subject Matter Expert (SME), you will play a critical role in troubleshooting complex technical issues, optimizing system performance, and ensuring seamless operations for our global clients. This position offers the flexibility of remote or hybrid work from stunning locations like Canggu, Ubud, Denpasar, Jimbaran, Nusa Dua, Kuta, or Badung, allowing you to balance a rewarding career with Baliās vibrant lifestyle.
You will collaborate with cross-functional teams, including IT infrastructure, cybersecurity, and software development, to deliver innovative solutions and enhance our service delivery. If you are passionate about technology, thrive in challenging environments, and want to work with cutting-edge tools, this role is perfect for you.
Join AbroadWorks Inc. and become part of a forward-thinking company that values expertise, innovation, and work-life balance. Enjoy competitive compensation, professional growth opportunities, and the chance to work in one of the worldās most desirable destinations.
Responsibility
- Serve as the primary escalation point for complex technical issues, providing advanced troubleshooting and resolution for Microsoft technologies, cloud platforms (Azure/AWS), and enterprise systems.
- Diagnose and resolve networking, virtualization, and infrastructure-related problems, ensuring minimal downtime and optimal performance.
- Collaborate with IT teams, developers, and vendors to implement and maintain enterprise-level solutions, including Active Directory, Exchange, and hybrid cloud environments.
- Develop and document technical procedures, best practices, and knowledge base articles to improve team efficiency and knowledge sharing.
- Conduct root cause analysis (RCA) for recurring issues and recommend proactive measures to prevent future incidents.
- Provide mentorship and guidance to Tier 1 and Tier 2 support teams, elevating their technical capabilities.
- Participate in on-call rotations and respond to critical incidents outside of regular business hours as needed.
- Stay updated on emerging technologies, industry trends, and security best practices to ensure our systems remain secure and efficient.
Qualifications
- 5+ years of experience in Tier 3 technical support, enterprise IT, or systems engineering, with a focus on Microsoft technologies.
- Proven expertise in Microsoft 365, Azure, Active Directory, Exchange, and Windows Server environments.
- Strong knowledge of networking protocols (TCP/IP, DNS, DHCP, VPN) and virtualization platforms (Hyper-V, VMware).
- Experience with cloud platforms (Azure/AWS) and hybrid infrastructure setups.
- Familiarity with scripting (PowerShell, Bash) and automation tools for troubleshooting and deployment.
- Excellent problem-solving skills and the ability to work under pressure in high-stakes environments.
- Strong communication and interpersonal skills, with the ability to explain complex technical concepts to non-technical stakeholders.
- Relevant certifications (e.g., Microsoft Certified: Azure Administrator, MCSE, CCNA, ITIL) are a plus.
- Bachelorās degree in Computer Science, Information Technology, or a related field (or equivalent experience).