IT technical support

• Deskripsi pekerjaan IT technical support Solutionlabs Grup Indonesia
• ⚠️ [WAJIB] Diluar beberapa ketentuan ini, tidak kami proses ⚠️

Requirements

• Minimal Bachelor's degree (S1) in Information Technology, Computer Science, or a related field.
• Fresh graduates are welcome; up to 3 years of experience in Technical Support, IT Helpdesk, or a similar role is preferred.
• Good verbal and written communication skills with clients and internal teams.
• Basic understanding of cloud computing concepts.
• Familiar with Microsoft 365 administration (Exchange Online, Microsoft Teams, SharePoint, user & license management).
• Familiar with AWS fundamentals.
• Basic knowledge of Active Directory administration.
• Strong troubleshooting, analytical, and problem-solving skills.
• Experience using ticketing systems and working with Service Level Agreements (SLA).
• Willing to work in shifts and provide on-site support.
• Familiarity with Microsoft 365 Admin Center and IT ticketing tools is an advantage.
• Key Responsibilities
• Handle Level 1 (L1) incidents and service requests through the ticketing system in accordance with SLA.
• Perform basic troubleshooting for Microsoft 365, AWS, and Active Directory services.
• Escalate complex issues to Level 2 (L2) or Level 3 (L3) support teams when required.
• Provide timely responses and regular progress updates to clients and end users.
• Monitor basic service health and respond to system alerts.
• Manage basic user administration, including account creation, password resets, and license assignments.
• Document incidents, service requests, troubleshooting steps, and resolutions in the ticketing system.
• Collaborate with internal teams to ensure timely issue resolution and maintain service quality.