job description
Join Geanaux Systems Corporation as a Technical Support Group Officer and play a pivotal role in delivering world-class IT support while driving process improvements in a dynamic, collaborative environment. Based in the vibrant hub of Canggu, Bali, this position offers the unique opportunity to combine technical expertise with strategic problem-solving in a fast-paced, innovative setting.
As part of our mission to empower businesses through cutting-edge technology, you will serve as the first line of defense for internal and external stakeholders, ensuring seamless operations and enhancing user experience. Your contributions will directly impact efficiency, productivity, and customer satisfaction, making this role ideal for a detail-oriented, proactive professional passionate about technology and continuous improvement.
At Geanaux Systems Corporation, we foster a culture of collaboration, learning, and growth. You’ll work alongside a talented team of engineers and support specialists, leveraging the latest tools and methodologies to resolve complex technical challenges. Whether you’re troubleshooting hardware/software issues, optimizing workflows, or mentoring colleagues, your work will shape the future of our technical support framework.
Responsibility
- Provide tier-1 and tier-2 technical support to end-users, diagnosing and resolving hardware, software, and network-related issues efficiently.
- Collaborate with cross-functional teams to identify, document, and implement process improvements that enhance service delivery and reduce downtime.
- Manage and prioritize support tickets using ITSM tools (e.g., Jira, Zendesk) while ensuring SLA compliance and customer satisfaction.
- Develop and maintain knowledge base articles, FAQs, and training materials to empower users and reduce repetitive inquiries.
- Conduct root cause analysis for recurring technical issues and propose long-term solutions to prevent future occurrences.
- Assist in the deployment, configuration, and maintenance of IT systems, applications, and peripherals.
- Monitor system performance and proactively address potential issues before they impact operations.
- Participate in on-call rotations to provide after-hours support for critical incidents.
Qualifications
- Bachelor’s degree in Computer Science, Information Technology, Engineering, or a related field.
- Minimum 2+ years of experience in technical support, IT helpdesk, or a similar role.
- Strong proficiency in troubleshooting Windows/macOS, mobile devices, and enterprise applications (e.g., Microsoft 365, ERP systems).
- Familiarity with networking fundamentals (TCP/IP, DNS, VPN, Wi-Fi) and basic cybersecurity principles.
- Experience with ITSM tools (e.g., ServiceNow, Freshdesk) and remote support software (e.g., TeamViewer, AnyDesk).
- Excellent communication and interpersonal skills, with the ability to explain technical concepts to non-technical users.
- Proven problem-solving skills and a customer-centric approach to service delivery.
- Certifications such as CompTIA A+, ITIL, or Microsoft Certified: Modern Desktop Administrator are a plus.