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Responsibilities:
- Technical Issue Resolution: Diagnose and troubleshoot technical issues related to our business IT services, including software glitches, hardware malfunctions, and network problems.
- System Monitoring: Monitor the performance of the ticketing system to ensure optimal operation.
- Documentation: Create and maintain detailed documentation of issues, troubleshooting steps, resolutions and prepare RCA reports and other technical documentation.
- Collaboration: Work closely with technical teams to resolve issues and implement improvements.
- Customer Service: Provide excellent customer service by responding promptly to inquiries and ensuring that all issues are resolved to the satisfaction of clients and related stakeholders.
Requirements:
- Min. Diploma’s degree in Information Technology, Computer Science, Electrical Engineering or equivalent. Fresh graduates are welcome to apply.
- Having a basic knowledge of a technical support role, preferably in software or ticketing systems.
- Strong understanding of operating systems (Windows/Linux).
- Understanding of TCP/IP, DNS, VPN, OSI Layer model, subnetting, and routing.
- Basic knowledge of database management (SQL).
- Ability to diagnose and troubleshoot basic technical issues.
- Ability to communicate highly technical information to both technical and non-technical audiences.
- Ability to create clear and concise documentation for technical issues, solutions, and root cause analysis.
- Preferably residing near Ajibata, Sumatera Utara.
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