IT Help Desk Level 1 Specialist - Ticket Management & Escalation Oversight

Join Tech Solutions as an IT Help Desk Level 1 Specialist in the vibrant heart of Bali! This is not your typical support role—we’re looking for a proactive problem-solver who thrives in a fast-paced environment. You’ll take full ownership of IT service tickets, from initial logging to resolution, using our proprietary ticketing system, Zendesk. As a Level 1 Specialist, you’ll be the first line of defense for our team, ensuring seamless operations across our offices in Canggu, Bali.

Tech Solutions is a dynamic tech company specializing in digital transformation solutions for businesses across Southeast Asia. With a strong focus on innovation and customer satisfaction, we’ve built a reputation for delivering cutting-edge technology solutions tailored to our clients’ needs. Our team is passionate about what we do, and we’re committed to fostering a collaborative and inclusive work environment where everyone can thrive.

In this role, you’ll handle a wide range of IT issues, from hardware and software problems to network connectivity issues. You’ll work closely with our team members to ensure their IT needs are met, and you’ll be responsible for escalating complex issues to our Level 2 and Level 3 specialists. Your ability to communicate clearly and effectively will be crucial, as you’ll be interacting with both technical and non-technical users.

📋 Tanggung Jawab Pekerjaan

• Manage IT service tickets from initial logging to resolution using Zendesk.
• Provide Level 1 technical support to end-users, including troubleshooting hardware, software, and network issues.
• Document and track IT issues, ensuring a high level of service quality and customer satisfaction.
• Escalate complex or unresolved issues to appropriate technical teams.
• Assist in the implementation and maintenance of IT policies and procedures.
• Monitor and report on IT service performance metrics.
• Collaborate with cross-functional teams to ensure seamless IT operations.
• Stay up-to-date with the latest IT trends and technologies to provide effective support.

🎓 Kualifikasi & Syarat

• Bachelor’s degree in Information Technology, Computer Science, or a related field.
• Minimum of 2 years of experience in IT support or a related role.
• Proven experience with Zendesk or similar ticketing systems.
• Strong knowledge of Windows and macOS operating systems, as well as common office productivity software.
• Familiarity with network protocols and basic networking concepts.
• Excellent communication and problem-solving skills, with the ability to work independently and as part of a team.
• Ability to work in a fast-paced, dynamic environment with a focus on customer service.
• Fluency in English and Bahasa Indonesia is a plus.

🛠️ Keahlian

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