Deskripsi Pekerjaan
Join FPT Asia Pacific's dynamic IT support team as a Helpdesk Support Engineer (L2) and become a critical player in maintaining our digital infrastructure. In this role, you'll provide advanced technical support for production and staging environments, handling complex escalations from Level 1 teams with precision and expertise. You'll investigate and resolve system issues, optimize network performance, and implement preventive measures to ensure operational excellence. This position offers the opportunity to work with cutting-edge technologies while collaborating with cross-functional teams to deliver seamless IT solutions. If you're passionate about problem-solving and committed to delivering exceptional user experiences, this role will allow you to grow your technical expertise in a fast-paced, innovative environment.
Tanggung Jawab
- Provide Level 2 technical support for production and staging environments
- Investigate and resolve complex system escalations from Level 1 teams
- Monitor system health and proactively address potential issues
- Document incident resolutions and update knowledge base
- Collaborate with cross-functional teams on infrastructure projects
- Train junior support staff on advanced troubleshooting techniques
- Implement preventive measures to minimize system downtime
Kualifikasi
- Bachelor's degree in IT, Computer Science, or related field
- 3+ years of experience in technical support roles
- Strong expertise in Windows/Linux operating systems
- Proficiency with networking fundamentals (TCP/IP, DNS, DHCP)
- Experience with ITSM tools (ServiceNow, Jira, Zendesk)
- CompTIA A+/Network+ or Microsoft certifications preferred
- Excellent problem-solving and communication skills