3,032 Tier 1 Support jobs in Indonesia

Kualifikasi :

• S1 from Information Technology, Information System or other relevant major education
• Fresh Graduate
• Basic understanding of computer systems, mobile devices, and other tech products.
• Familiarity with Microsoft Windows and Office 365 environments.
• Strong problem-solving and analytical skills

Job Desk:

• Memberikan dukungan teknis tingkat pertama melalui telepon, email, dan obrolan.
• Memecahkan masalah dan menyelesaikan masalah TI terkait perangkat keras, perangkat lunak, dan konektivitas jaringan.
• Membantu dengan manajemen akun pengguna (misalnya, pembuatan, reset kata sandi, izin akses).
• Menginstal dan memelihara aplikasi desktop dan sistem operasi (Windows/macOS).
• Mendokumentasikan dan melacak permintaan dan solusi pengguna dalam sistem tiket kami.
• Mengeskalasikan masalah kompleks kepada anggota tim TI senior dengan catatan terperinci.
• Membantu dalam menyiapkan workstation untuk karyawan baru.

Responsibilities:

• Provide first-level support for hardware, software, and network issues
• Install, configure, and maintain systems and devices
• Troubleshoot user problems (onsite & remote), escalate when needed
• Manage IT assets, accounts, and documentation
• Support system upgrades, patches, and ensure IT policy compliance

Requirements:

• Diploma/Bachelor's in IT, Computer Science, or related field
• Has 1–3 years of IT support/helpdesk experience
• Solid knowledge about Windows/Mac OS, MS Office, and basic networking
• Strong troubleshooting and communication skills

We currently helping our client, an e-commerce company for IT Support position. Please read job description and requirements below:

Responsibilities:

• Memberikan dukungan teknis harian kepada pengguna akhir dan memastikan kelancaran operasional komputer, perangkat jaringan, dan printer di area Warehouse Bogor
• Menangani dan menyelesaikan masalah aplikasi pengguna akhir, serta memelihara dan memperbarui dokumentasi dukungan teknis
• Menangani manajemen aset, menjaga inventaris, dan berkoordinasi dengan vendor
• Memelihara dan memantau infrastruktur jaringan kantor, keamanan TI, dan alat antivirus
• Tugas lainnya termasuk melakukan pemecahan masalah tingkat pertama dan dukungan untuk pencadangan server terjadwal, pemantauan sistem, dan pelaporan

Qualifications

• Bachelor's degree (S1) diutamakan
• Memiliki skill komunikasi yang baik
• Terbiasa handle hardware (Laptop, PC, printer, mesin foto copy, router, dll)
• Bersedia dengan jam kerja shifting.
• Bersedia di tempatkan di Bogor, Jawa Barat

Salary: IDR gross)

Kualifikasi Umum:

Pendidikan SMK/D3/S1 Teknik Informatika, Sistem Informasi, atau jurusan terkait.

Memiliki pengalaman kerja minimal 1–2 tahun di bidang IT support / helpdesk (fresh graduate dengan kompetensi kuat tetap dipertimbangkan).

Komunikatif, proaktif, dan memiliki kemampuan problem solving yang baik.

Bersedia bekerja shifting termasuk shift malam dan on-call untuk kondisi darurat.

Kemampuan Teknis (Hard Skills):

Pengetahuan dasar jaringan komputer (LAN, WLAN, TCP/IP, subnetting, DNS, DHCP).

Familiar dengan troubleshooting perangkat keras (PC, printer, scanner, laptop).

Menguasai sistem operasi Windows (client & server) serta dasar Linux.

Pemahaman dasar Active Directory, user management, dan file sharing.

Pengalaman instalasi software, patching, dan antivirus.

pengetahuan dasar mengenai keamanan IT (password policy, phishing awareness, dll).

Pengalaman menggunakan ticketing system / helpdesk tools lebih diutamakan.

Memahami perangkat jaringan Cisco (switch, router, access point), termasuk konfigurasi dasar & troubleshooting.

Kemampuan Non-Teknis (Soft Skills):

Service-oriented mindset: mampu melayani end-user dengan sabar dan profesional.

Manajemen waktu yang baik, mampu menangani banyak request sekaligus.

Keterampilan komunikasi jelas (lisan & tulisan).

Daya tahan terhadap tekanan (bisa bekerja di lingkungan manufaktur/kantor dengan urgensi tinggi).

Bersedia belajar teknologi baru terkait infrastruktur IT.

• Investigate, diagnose, and resolve complex technical issues escalated from Tier 1 support.
• Provide expert-level troubleshooting for software, hardware, and network-related problems.
• Communicate technical solutions clearly and concisely to customers via phone, email, and chat.
• Document all support interactions, troubleshooting steps, and resolutions accurately in the ticketing system.
• Collaborate with engineering and development teams to identify bugs and suggest product improvements.
• Create and maintain technical documentation, knowledge base articles, and FAQs for customer self-help.
• Identify trends in customer issues and provide feedback to product and engineering teams for proactive solutions.
• Manage and prioritize a queue of escalated support tickets.
• Ensure timely follow-up and resolution of all customer inquiries and issues.
• Participate in on-call rotation for after-hours support as needed.
• Train and mentor Tier 1 support staff on advanced troubleshooting techniques.
• Stay up-to-date with product updates, new features, and industry best practices.
• Contribute to the continuous improvement of support processes and tools.
• Escalate critical issues to management when necessary.

• Associate's or Bachelor's degree in Computer Science, Information Technology, or a related field, or equivalent work experience.
• Minimum of 3 years of experience in technical support, with at least 1-2 years in a Tier 2 or advanced support role.
• Strong proficiency in troubleshooting operating systems (Windows, macOS, Linux), network protocols, and common software applications.
• Experience with cloud platforms (e.g., AWS, Azure) is a plus.
• Excellent analytical and problem-solving skills.
• Superior written and verbal communication skills, with the ability to explain technical concepts to non-technical users.
• Proficiency in using customer support software and ticketing systems (e.g., Zendesk, Jira Service Desk).
• Ability to work independently, manage time effectively, and multitask in a fast-paced remote environment.
• Customer-centric mindset with a passion for delivering exceptional service.
• Adaptable and eager to learn new technologies quickly.
• Must be legally eligible to work remotely from Medan, North Sumatra, ID .
• A reliable high-speed internet connection and a dedicated, quiet workspace are required.

• Investigate, diagnose, and resolve highly complex technical issues escalated from Tier 1 and Tier 2 support.
• Reproduce customer issues in test environments to identify bugs and potential solutions.
• Collaborate closely with engineering and product development teams to report bugs, suggest improvements, and test fixes.
• Develop and maintain comprehensive technical documentation, knowledge base articles, and troubleshooting guides.
• Provide expert technical assistance to customer success managers and other internal teams.
• Analyze support trends and provide feedback to improve product stability and user experience.
• Participate in on-call rotation to provide after-hours support for critical issues.
• Train and mentor Tier 1 and Tier 2 support staff on complex product functionalities and troubleshooting techniques.
• Manage customer expectations and provide timely, clear, and professional communication throughout the resolution process.
• Contribute to the continuous improvement of support processes and tools.

• Minimum of 5 years of experience in technical support or a similar customer-facing role, with at least 2 years at a Tier 3 level.
• Deep understanding of SaaS products, web technologies, and common software architectures.
• Proficiency in troubleshooting complex software issues, including debugging, log analysis, and database querying (SQL).
• Experience working with ticketing systems (e.g., Zendesk, ServiceNow) and remote support tools.
• Excellent analytical and problem-solving skills, with a methodical approach to issue resolution.
• Strong written and verbal communication skills, with the ability to explain technical concepts clearly and concisely.
• Ability to manage multiple high-priority issues simultaneously.
• Experience collaborating with development and QA teams is essential.
• Familiarity with scripting languages (e.g., Python, JavaScript) is a plus.
• Must be self-motivated, detail-oriented, and able to thrive in a fully remote work environment with excellent time management skills.

• Handle escalated customer support requests from Tier 1, providing expert-level technical assistance.
• Diagnose, troubleshoot, and resolve complex technical issues efficiently and accurately across various platforms and products.
• Analyze user-reported problems, identify root causes, and implement permanent solutions.
• Document technical issues, troubleshooting steps, and resolutions in the CRM or ticketing system.
• Collaborate with engineering, product development, and other technical teams to resolve product defects and implement fixes.
• Develop and maintain comprehensive technical documentation, knowledge base articles, and user guides.
• Provide guidance and training to Tier 1 support staff to enhance their troubleshooting capabilities.
• Monitor system performance and proactively identify potential issues.
• Contribute to the improvement of support processes and tools to enhance customer experience.
• Stay current with product updates, industry trends, and emerging technologies relevant to customer support.

• Bachelor's degree in Computer Science, Information Technology, or a related field, or equivalent practical experience.
• Minimum of 4 years of experience in technical support, with a significant focus on Tier 2 or higher-level issue resolution.
• Advanced knowledge of operating systems (Windows, macOS, Linux), networking protocols (TCP/IP, DNS, DHCP), and common software applications.
• Proven ability to troubleshoot complex technical problems systematically.
• Strong analytical, problem-solving, and critical thinking skills.
• Excellent verbal and written communication skills, with the ability to explain technical concepts to non-technical users.
• Proficiency with CRM systems, ticketing platforms, and remote desktop tools.
• Ability to work independently, manage priorities effectively, and thrive in a fast-paced remote environment.
• Experience with scripting languages (e.g., Python, Bash) is a plus.
• Certifications like CompTIA A+, Network+, or MCSA are advantageous.

• Provide advanced technical support and troubleshooting for escalated customer issues.
• Diagnose and resolve complex product-related problems via phone, email, and chat.
• Collaborate with engineering and product teams to identify and resolve bugs and technical issues.
• Document customer interactions, issues, and resolutions in the CRM system.
• Create and update knowledge base articles, FAQs, and troubleshooting guides.
• Educate customers on product features and best practices.
• Monitor customer feedback and identify areas for product or service improvement.
• Contribute to team goals and metrics for customer satisfaction and resolution time.
• Maintain a high level of product knowledge and technical expertise.
• Assist in training and mentoring Tier 1 support staff when needed.
• Follow up with customers to ensure their issues have been fully resolved.
• Escalate critical issues to management or appropriate departments.

• Proven experience in Tier 2 technical support or a similar customer-facing technical role.
• Strong understanding of troubleshooting methodologies and technical problem-solving.
• Excellent verbal and written communication skills.
• Proficiency with CRM software and helpdesk ticketing systems.
• Ability to explain technical concepts clearly to non-technical users.
• Patience, empathy, and a customer-centric attitude.
• Ability to work independently and manage time effectively in a remote environment.
• Experience with (Specific Product/Service Area - e.g., software, hardware, SaaS) is a plus.
• Bachelor's degree in Information Technology, Computer Science, or a related field (or equivalent experience).