Infra Support Analyst
About this position
The System Level 1 Support role is responsible for providing technical support to end-users in an organization. The position involves answering user inquiries via phone, email or in-person, identifying and diagnosing technical issues, and resolving them through troubleshooting or escalation to Level 2 or 3 support. Acting as bridge between users and technology team for issue resolution.
Responsibilities
• Provide technical support to end-users through various channels including phone, email, chat, or in-person.
• Identify and diagnose technical issues and escalate as required to Level 2 or 3 support.
• Troubleshoot hardware, software, and network-related issues.
• Install and configure hardware and software as required.
• Maintain accurate records of all support requests, incidents, and resolutions in the ticketing system.
• Collaborate with other IT teams to ensure issues are resolved in a timely and efficient manner.
• Train end-users on the proper use of hardware and software applications.
• Provide exceptional customer service to all end-users.
• Highly experienced in providing support to Large Corporate Infrastructure 180+ end users
• Hands on experience in desktop, laptop, printer & scanner configuration
• Installation & Troubleshooting of Antivirus, MS office, outlook clients and other software
• Hands on experience in supporting Windows 7/10/11, Patch management, etc.
• Experience in troubleshooting all office network related issues (Switches/Wifi)
• Sound knowledge of LAN/WAN/MPLS / SDWAN
• Ability to work with teams across geographies and time zones
• Hands on experience in Asset Management tools i.e. Desktop Central
• Good communication skill to handle corporate users.
• Sound knowledge of Office 365 to prepare reports and dashboards.
• Good Technical knowledge of latest technology trends
• Vendor management.
• Coordinate discussions between Central IT and country team
• Managing other locations within and around Indonesia (cluster) and their resources.
• Video conferencing configuration.
Requirements
• Degree or Diploma in Computer Engin