Responsibilities:
- Diagnose, troubleshoot, and resolve complex hardware, software, and network issues.
- Manage and maintain systems such as Active Directory, DNS, DHCP, and VPN connections.
- Perform root cause analysis and provide permanent solutions for recurring incidents.
- Create and maintain technical documentation, troubleshooting procedures, and user guides.
- Collaborate with Network, Infrastructure, and System Administration teams to ensure IT service continuity.
- Develop and maintain basic scripts or automation tools to improve support efficiency.
- Ensure all IT support activities comply with company security and service level policies.
Requirements:
- Bachelor's degree (S1) in Computer Science, Information Technology, or a related field (mandatory).
- Minimum 4 years of experience in IT Helpdesk Level 2, Technical Support Level 2, or IT Support handling advanced escalations Level 2.
- Proficient in Windows (client and server), networking (TCP/IP, VPN, VLAN), and system troubleshooting.
- Solid understanding of Active Directory, Group Policy, file sharing, and user access management.
- Familiar with ticketing systems such as Jira Service Desk, Freshservice, or OTRS.
- Good communication skills and ability to collaborate with cross-functional teams.
- Ability to write and understand basic code or scripts (e.g., PowerShell, Python, or Bash).
- IT Helpdesk (WAJIB L2).