L2 IT Support Engineer

6 days ago

Jakarta, Jakarta, Indonesia Nityo Infotech Indonesia Full time

L2 Support Engineer

Essential Duties and Responsibilities:


• Respond to customer inquiries and technical problems through a web portal, live sessions, and telephone


• Address customer business needs and technical issues through diligent research, reproduction, and

troubleshooting while applying acquired knowledge


• Document all technical inquiries. Develop and review content for knowledge sharing for both internal

purposes and customer-facing platforms


• Work directly with other global support colleagues, security services, sales, operations, and

administration to ensure the long-term success of our customers and the company

Requirements:


• Strong foundational knowledge of Microsoft Windows server platforms (2016/2019/2022), emphasizing

Windows server administration, Active Directory, IIS, RDS, and Group Policy Objects (GPO) in enterprise

environments.


• Familiarity with Linux systems (RHEL, CentOS) and basic network administration.


• Exposure to MacOS systems and administration.


• Understanding of major communication and authentication protocols, including HTTP, LDAPs, SAML,

SIEM, REST API, RADIUS, SFTP, TLS/SSL, and SSH.


• Technical troubleshooting skills with the ability to isolate and resolve root causes.


• Eagerness to learn and adapt to new products and technologies.


• Strong problem-solving skills and analytical thinking.


• Effective communication skills for interacting with colleagues and providing exceptional service.


• Ability to work independently and collaboratively as part of a domestic and international team.


• Willingness to participate in on-call rotation to provide 24/7 customer support.


• Proficient in written and spoken English.


• Strong English proficiency, both verbal and written


• Willingness to work on a shifting schedule and be on-call

Another Plus Points:


• Bachelor's degree in Computer Science, Information Technology.


• 2-3 years of experience in technical support, IT support, application support, or similar roles.


• Experience supporting SaaS or enterprise software environments is strongly preferred


• Experience using CyberArk product (Privileged Access Management or Endpoint Privileged Management)

is strongly preferred.

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