Level 2 IT Service Desk Specialist (MSP) - On-Site in Bali

Carabao Cloud Solutions is seeking a skilled Level 2 IT Service Desk Specialist to join our Managed Service Provider (MSP) team in Bali. This role offers a unique opportunity to support U.S.-based clients from our Bali-based on-site location, providing top-tier IT support and troubleshooting services. As a Level 2 IT Service Desk Specialist, you will be the first point of contact for resolving IT issues, ensuring minimal downtime for our clients.

In this role, you will leverage your expertise in IT infrastructure, networking, and troubleshooting to provide comprehensive support. You will work closely with our team of professionals to deliver exceptional service and maintain high client satisfaction. This position is ideal for IT professionals looking to enhance their skills while contributing to a global team from the stunning island of Bali.

📋 Tanggung Jawab Pekerjaan

• Provide Level 2 IT support to U.S.-based clients, including troubleshooting hardware, software, and network issues.
• Escalate complex issues to senior technicians when necessary.
• Document and track all IT incidents and resolutions using our ticketing system (e.g., ServiceNow, Zendesk).
• Conduct regular system checks and maintenance to ensure optimal performance.
• Collaborate with the team to implement and maintain IT policies and procedures.
• Stay updated with the latest IT trends and technologies to provide proactive support.
• Assist in training and mentoring junior staff members.
• Participate in on-call duties to ensure 24/7 coverage for critical issues.

🎓 Kualifikasi & Syarat

• Bachelor's degree in Information Technology, Computer Science, or a related field.
• Minimum 2 years of experience in IT support, with a focus on Level 2 support roles.
• Certifications such as CompTIA A+, CompTIA Network+, or ITIL Foundation are a plus.
• Proficient in using IT service management tools like ServiceNow, Zendesk, or similar platforms.
• Strong knowledge of networking concepts, including TCP/IP, DNS, DHCP, and VPNs.
• Experience with virtualization technologies such as VMware or Hyper-V.
• Familiarity with cloud services (e.g., AWS, Azure) is a bonus.
• Excellent communication and problem-solving skills, with the ability to work independently and as part of a team.

🛠️ Keahlian

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