Remote Engineer

Key Responsibilities: Serves as the initial point of contact for end-users seeking technical assistance in the areas of networking, collaboration tools, and end-user computing. Provides prompt and efficient troubleshooting and support for incidents and service requests related to networking issues, such as network connectivity, DNS, DHCP, IP addressing, wireless connectivity, and network equipment configurations. Resolves collaboration-related issues, including but not limited to email systems, video conferencing platforms, instant messaging tools, and document sharing applications. Addresses end-user computing problems encompassing operating systems, hardware, software applications, printers, and mobile devices. Utilizes appropriate tools, techniques, and remote access software to diagnose and resolve technical issues across the networking, collaboration, and end-user computing domains. Follows established procedures, guidelines, and best practices to deliver timely and accurate resolutions to end-users' problems. Documents all incidents, service requests, and actions taken in the service desk ticketing system, ensuring detailed and accurate records. Escalates complex or unresolved issues to level 2 or higher-level engineers or specialised teams, providing comprehensive information and analysis. Collaborates with other IT support teams, including networking, collaboration, and end-user computing specialists, to resolve cross-functional issues and contribute to problem resolution. Monitors network performance, conduct routine maintenance tasks, and apply patches and updates to network infrastructure and collaboration tools as required. Assists in the development and maintenance of knowledge base documentation, troubleshooting guides, and standard operating procedures to enhance service desk efficiency and effectiveness. Keeps up to date with industry trends, emerging technologies, and best practices in networking, collaboration, and end-user computing to provide high-quality support and contribute to continuous learning and development. Adheres to IT service management processes and standards, including incident, problem, and change management procedures. Knowledge and Attributes: Knowledge of networking concepts and protocols, such as TCP/IP, DNS, DHCP, VLANs, routing, switching, video conferencing, and collaboration tools. Familiarity with end-user computing technologies, including Windows and macOS operating systems, hardware troubleshooting, software applications, mobile devices, and printer configurations. Proficiency in using network monitoring and troubleshooting tools, collaboration platforms, remote desktop tools, and incident ticketing systems. Displays problem-solving and analytical skills with the ability to think logically and troubleshoot issues effectively across multiple IT domains. Good customer service orientation, with the ability to communicate technical concepts to non-technical users in a clear and concise manner. Ability to prioritize and manage multiple tasks, work under pressure, and meet deadlines in a fast-paced environment. Effective teamwork and collaboration skills, with the ability to work closely with cross-functional teams and stakeholders. Academic Qualifications and Certifications: Bachelor's degree or equivalent in information technology, computer science, or a related field is preferred. Relevant certifications such as CCNA, CompTIA Network+, Microsoft 365, or Cisco collaboration certifications are a plus. Required Experience: Basic experience in a service desk or helpdesk role, providing support in multiple IT towers, including networking, collaboration, and end-user computing. Ability in writing and speaking in Indonesian language is a MUST.