Deskripsi Pekerjaan
Shape your future with Kollab, a #5 Great Place to Work company! We're seeking a dedicated L1 Support Engineer to join our Managed Services & Premium Support team. This hybrid role combines remote work flexibility with collaborative in-office opportunities, allowing you to deliver exceptional technical support while maintaining work-life balance.
As a key member of our support ecosystem, you'll troubleshoot complex IT issues, maintain service level agreements, and drive customer satisfaction. Kollab invests heavily in employee growth through continuous training programs and career advancement pathways. Join our innovative team where your contributions directly impact our clients' success and your professional development.
Tanggung Jawab
- Provide first-level technical support via phone, email, and chat for managed services clients
- Troubleshoot and resolve hardware, software, and network issues
- Manage incident tickets using ticketing systems (e.g., Jira, Zendesk)
- Document support activities, solutions, and knowledge base articles
- Collaborate with L2/L3 engineers for complex issue escalation
- Monitor system health and performance metrics
- Conduct periodic client check-ins for premium support accounts
- Adhere to ITIL best practices and security protocols
Kualifikasi
- Bachelor's degree in IT, Computer Science, or related field (or equivalent experience)
- 1+ years of technical support experience in managed services
- Proficiency in Windows, macOS, and cloud platforms (AWS/Azure)
- Strong diagnostic and problem-solving skills
- Excellent written and verbal communication skills
- Experience with ticketing systems and remote support tools
- Basic networking knowledge (TCP/IP, DNS, DHCP)
- Ability to work independently in a hybrid environment