Deskripsi pekerjaan IT technical support Solutionlabs Grup Indonesia
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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.
