Deskripsi Pekerjaan
Join our dynamic team at InnovateTech Solutions as a Technical Support Engineer and become the backbone of our customer success journey. We're seeking a tech-savvy problem-solver to deliver exceptional technical support to our enterprise clients. In this pivotal role, you'll diagnose complex system issues, implement cutting-edge solutions, and drive customer satisfaction to new heights. Enjoy a collaborative culture with continuous learning opportunities, competitive benefits, and the chance to shape our support infrastructure. If you thrive in fast-paced environments and possess a passion for technology, we want you on our team!
Tanggung Jawab
- Diagnose and resolve Tier 2-3 technical issues across cloud infrastructure, networking, and enterprise software systems
- Develop and maintain comprehensive documentation for troubleshooting procedures and solutions
- Collaborate with engineering teams to escalate critical issues and implement long-term fixes
- Provide remote and on-site technical support to enterprise clients with SLA adherence
- Conduct system health checks and proactively identify potential infrastructure risks
- Mentor junior support staff and contribute to knowledge base improvements
- Participate in 24/7 on-call rotation for critical system incidents
Kualifikasi
- Bachelor's degree in Computer Science, IT, or equivalent technical certification (CompTIA A+/Network+, CCNA)
- 3+ years of experience in enterprise technical support or system administration
- Proficiency in Linux/Windows Server environments and virtualization platforms (VMware/Hyper-V)
- Strong understanding of networking fundamentals (TCP/IP, DNS, firewalls)
- Experience with monitoring tools (Nagios, Zabbix) and ticketing systems (ServiceNow, Jira)
- Excellent verbal/written communication skills with customer-focused mindset
- Ability to manage multiple priorities in high-pressure situations
- Cloud platform experience (AWS/Azure) highly desirable