Deskripsi Pekerjaan
Are you a tech-savvy problem solver looking to kickstart your career with an innovative company? STYL is seeking a motivated L1 Technical Support Engineer to join our dynamic team in Macpherson. In this role, you will act as the first point of contact for our clients, providing critical support and ensuring our technical solutions run smoothly.
You will play a vital role in maintaining our service excellence by diagnosing issues, communicating with stakeholders, and troubleshooting software or hardware queries. We are looking for an individual who is passionate about technology, possesses strong communication skills, and thrives in a fast-paced environment where continuous learning is encouraged.
At STYL, we believe in nurturing talent and providing the tools necessary for you to grow your technical expertise. If you have a proactive mindset and a genuine desire to help others succeed, we want to hear from you!
Tanggung Jawab
- Provide first-line technical support to customers via phone, email, and ticketing systems.
- Triage, troubleshoot, and resolve incoming technical issues in a timely and professional manner.
- Document all support interactions, troubleshooting steps, and resolutions accurately in the knowledge base.
- Escalate complex technical issues to the L2/L3 engineering teams with detailed reports.
- Monitor system performance and perform routine health checks to ensure service continuity.
- Guide customers through technical setup, configuration, and basic troubleshooting procedures.
- Contribute to the ongoing improvement of support processes and customer satisfaction metrics.
Kualifikasi
- Diploma in Information Technology, Computer Science, or a related field.
- At least 1-2 years of experience in a technical support or helpdesk environment.
- Solid understanding of OS environments (Windows, macOS, or Linux) and basic networking concepts.
- Excellent verbal and written communication skills in English.
- Strong analytical and problem-solving abilities with a customer-centric mindset.
- Ability to work independently and as part of a collaborative team.
- Experience with helpdesk ticketing software (e.g., Jira, Zendesk) is a strong advantage.