Kerja Sepenuh Masa, Technical Support Engineer -AI Engineer di GCC Retail Insights - Maukerja

We are seeking a Technical Support Engineer to provide technical support and ensure the reliability, availability, and performance of the organization's IT systems and technology services. The successful candidate will diagnose and resolve technical issues, support end users, maintain IT infrastructure, and collaborate with internal teams to deliver efficient and high-quality technical support.

The Technical Support Engineer will play a key role in troubleshooting hardware, software, network, cloud, and application-related issues while contributing to continuous improvement of IT support processes and service delivery.

• Provide first- and second-level technical support for hardware, software, operating systems, and enterprise applications.
• Diagnose, troubleshoot, and resolve technical incidents and service requests in accordance with service level agreements (SLAs).
• Install, configure, maintain, and upgrade desktops, laptops, mobile devices, peripherals, and enterprise software.
• Support network connectivity, cloud services, operating systems, and infrastructure-related issues.
• Monitor system performance and proactively identify potential issues to minimize service disruptions.
• Manage user accounts, permissions, and access controls in accordance with security policies.
• Assist with system deployments, upgrades, migrations, and IT infrastructure maintenance.
• Escalate complex technical issues to engineering or infrastructure teams and coordinate issue resolution.
• Maintain technical documentation, knowledge base articles, and standard operating procedures.
• Ensure compliance with IT security policies, operational standards, and organizational procedures.
• Support disaster recovery, backup verification, and business continuity activities where applicable.
• Recommend and implement process improvements to enhance IT support efficiency and user satisfaction.

• Bachelor's degree in Information Technology, Computer Science, Information Systems, Software Engineering, or a related discipline.
• Strong understanding of computer hardware, operating systems, networking, and enterprise applications.
• Knowledge of Windows, Linux, macOS, Microsoft 365, Active Directory, and endpoint management.
• Familiarity with cloud platforms, virtualization technologies, and IT service management (ITSM) practices.
• Understanding of networking concepts including TCP/IP, DNS, DHCP, VPN, and wireless connectivity.
• Strong troubleshooting, analytical, and problem-solving skills.
• Excellent communication, interpersonal, and customer service abilities.
• Ability to manage multiple priorities in a fast-paced support environment.
• Experience with ticketing systems, remote support tools, monitoring platforms, and IT asset management solutions is an advantage.
• Professional certifications such as CompTIA A+, Network+, Security+, Microsoft, Cisco, ITIL, AWS, or Azure are an advantage.

• Technical Troubleshooting
• IT Service & Support
• Systems Administration
• Network Support
• Incident & Problem Management
• Cloud & Infrastructure Support
• Customer Service Excellence
• Communication Skills
• Analytical Thinking
• Documentation & Knowledge Management
• Team Collaboration
• Continuous Improvement