Deskripsi Pekerjaan
Are you a problem solver with a passion for high-level troubleshooting? Accent Micro Technologies, Inc. is seeking a dedicated L2 Technical Support Specialist to join our dynamic IT operations team in the heart of Ortigas. In this role, you will serve as a vital escalation point for complex technical issues, ensuring seamless operations for our clients.
We foster a collaborative, fast-paced environment where innovation and technical excellence are at the core of everything we do. If you thrive on diagnosing intricate system issues, mentoring junior staff, and delivering top-tier support, we want to hear from you. You will work closely with cross-functional teams to resolve incidents, document solutions, and contribute to the ongoing improvement of our technical infrastructure.
Tanggung Jawab
- Provide advanced technical troubleshooting for complex hardware, software, and networking issues escalated from L1 Support.
- Act as a subject matter expert, guiding junior technicians through incident resolution.
- Manage incident lifecycles within the ticketing system to ensure timely resolution and adherence to SLAs.
- Perform root cause analysis (RCA) on recurring technical problems to prevent future occurrences.
- Collaborate with infrastructure and engineering teams to deploy patches, updates, and system configurations.
- Maintain and update the internal knowledge base with detailed documentation and standard operating procedures.
- Monitor system performance and proactively address potential bottlenecks before they impact end-users.
Kualifikasi
- Minimum of 2-3 years of experience in a Technical Support or Service Desk role (L2 preferred).
- Strong proficiency in Windows/Linux operating systems and troubleshooting complex software environments.
- Solid understanding of network protocols (TCP/IP, DNS, DHCP, VPN) and infrastructure concepts.
- Experience with enterprise ticketing systems (e.g., Jira, ServiceNow, Zendesk).
- Strong analytical and problem-solving skills with a logical approach to debugging.
- Excellent communication skills with the ability to explain technical concepts to non-technical stakeholders.
- Relevant certifications such as CompTIA Network+, CCNA, or Microsoft Certified: Modern Desktop Administrator are highly regarded.