Deskripsi Pekerjaan
Join Artha Solutions Indonesia as a Tier 2 Support Engineer and become a critical part of our customer success story. In this dynamic role, you'll resolve complex technical challenges for global clients, troubleshoot intricate system issues, and deliver exceptional IT support. You'll collaborate with cross-functional teams to implement effective solutions, document detailed knowledge base articles, and drive continuous improvement in our support processes. This position offers the opportunity to work in a fast-paced environment where your technical expertise directly impacts customer satisfaction and operational efficiency. If you're passionate about technology and thrive in problem-solving, this role will accelerate your career growth in IT support.
Tanggung Jawab
- Diagnose and resolve complex Tier 2 technical issues across servers, networks, and applications
- Document detailed solutions in knowledge base systems and create troubleshooting guides
- Collaborate with global teams to ensure consistent support standards and SLA adherence
- Monitor system health, proactively identify potential issues, and implement preventive measures
- Provide advanced troubleshooting for escalated tickets from Tier 1 support
- Contribute to IT infrastructure optimization and support process improvements
- Maintain accurate ticket documentation and communication throughout resolution lifecycle
Kualifikasi
- Bachelor's degree in Computer Science, IT, or related technical field
- 3+ years of experience in Tier 2/3 technical support or system administration
- Strong expertise in Windows/Linux environments, networking, and cloud technologies
- ITIL Foundation certification or equivalent IT service management knowledge
- Proficiency with ticketing systems (Jira, ServiceNow) and remote monitoring tools
- Excellent written communication skills for technical documentation
- Ability to work collaboratively across global time zones and cultural contexts