Deskripsi Pekerjaan
Are you an IT professional looking for a stable career path where you can truly make an impact? Emapta, a leader in outsourcing solutions, is seeking a skilled Support Desk Technician (MSP) to join our growing team. This is your opportunity to work directly with top US clients, ensuring their critical IT systems run seamlessly.
As a Support Desk Technician, you will be the first line of defense in maintaining business continuity for our clients. You will work in a dynamic, fast-paced environment where your technical expertise and problem-solving skills will be highly valued. Benefit from the flexibility of working from home, a fixed night shift schedule that aligns with US business hours, and the security of weekends off. Plus, enjoy the peace of mind that comes with Day 1 HMO coverage.
At Emapta, we believe in empowering our team members. We provide the tools, training, and support you need to excel in your career. We are a community of professionals dedicated to delivering excellence. Our culture fosters growth, collaboration, and work-life balance, ensuring you can thrive both personally and professionally.
Why Choose Emapta?
- Work From Home Arrangement: Save on commute and enjoy a better work-life balance.
- Night Shift Schedule: Work when the US works, maximizing your efficiency.
- Weekends Off: Spend quality time with family and friends.
- Day 1 HMO: Your health and well-being are our priority from the moment you join.
- Competitive Compensation: Receive a salary package that reflects your skills and experience.
- Career Development: Access to training and growth opportunities within a global organization.
- Stable US Clients: Work with established companies, ensuring long-term career stability.
Tanggung Jawab
- Provide first-level and second-level technical support to end-users via phone, email, and ticketing system.
- Diagnose, troubleshoot, and resolve hardware and software issues for various client environments (Windows, Mac, O365, networking).
- Manage and track incidents using a Professional Services Automation (PSA) tool, ensuring tickets are resolved within Service Level Agreements (SLAs).
- Perform remote desktop administration, including user account creation, password resets, and permissions management in Active Directory and Azure AD.
- Monitor client networks and systems for potential issues, proactively escalating critical alerts as needed.
- Document technical procedures, solutions, and configurations in the company knowledge base.
- Collaborate with senior engineers to resolve complex infrastructure problems.
- Maintain high levels of customer service and professionalism during all client interactions.
Kualifikasi
- At least 1-2 years of experience in a technical support role, preferably within an MSP or BPO environment.
- Strong knowledge of Windows Server environments (2016/2019/2022), Active Directory, and Microsoft 365 administration.
- Experience with remote monitoring and management (RMM) tools and ticketing systems is a strong advantage.
- Solid understanding of networking fundamentals (DNS, DHCP, TCP/IP, VPNs, Firewalls).
- Excellent problem-solving skills and the ability to work independently in a remote environment.
- Strong verbal and written communication skills in English.
- Willingness to work on a night shift schedule (US time zone) and from home.
- Associate's or Bachelor's degree in Information Technology, Computer Science, or a related field (or equivalent work experience).