job description
Join MicroSourcing as a Technical Support Engineer II in the vibrant and dynamic environment of Bali! This is a unique opportunity to leverage your technical expertise while enjoying the work-life balance that Bali offers. As a mid-level support engineer, you will play a pivotal role in resolving complex technical issues, ensuring seamless operations for our global clients, and contributing to the continuous improvement of our IT infrastructure.
In this role, you will collaborate with cross-functional teams to diagnose, troubleshoot, and resolve hardware, software, and network-related problems. Your strong analytical skills and customer-centric approach will be key to delivering exceptional support and maintaining high levels of client satisfaction. Whether you're assisting with system configurations, monitoring performance, or providing guidance to end-users, your work will directly impact the efficiency and reliability of our technical services.
MicroSourcing is committed to fostering a culture of innovation, professional growth, and work-life harmony. With a mid-shift schedule and an onsite setup in Bali, this position is ideal for technically skilled professionals seeking a rewarding career in a tropical paradise.
Responsibility
- Provide Level 2 technical support for hardware, software, and network-related issues, escalating complex cases as needed.
- Diagnose and resolve technical problems using remote tools, logs, and diagnostic utilities.
- Collaborate with IT teams to implement system updates, patches, and configurations to enhance performance and security.
- Monitor and maintain IT infrastructure, including servers, workstations, and network devices, to ensure optimal uptime.
- Document troubleshooting steps, solutions, and best practices in knowledge base articles for team reference.
- Assist in onboarding new users, setting up accounts, and providing training on company systems and tools.
- Conduct proactive system checks to identify and address potential issues before they impact operations.
- Deliver exceptional customer service by communicating technical details clearly and professionally to non-technical stakeholders.
Qualifications
- Bachelor’s degree in Computer Science, Information Technology, or a related field (or equivalent work experience).
- Minimum 2-3 years of experience in technical support, IT helpdesk, or a similar role.
- Strong knowledge of Windows/Linux operating systems, networking protocols (TCP/IP, DNS, DHCP), and troubleshooting methodologies.
- Experience with ticketing systems (e.g., Zendesk, Jira, ServiceNow) and remote support tools (e.g., TeamViewer, AnyDesk).
- Familiarity with cloud services (AWS, Azure, Google Cloud) and virtualization technologies is a plus.
- Excellent problem-solving, communication, and interpersonal skills to interact with global teams and clients.
- Ability to work in a mid-shift schedule and adapt to a fast-paced, onsite environment.
- Certifications such as CompTIA A+, Network+, or Microsoft Certified IT Professional (MCITP) are advantageous.