Deskripsi Lowongan
IT Technician at TELUS Digital in Kota Denpasar, Bali.
This role involves maintaining the IT infrastructure and ensuring the smooth operation of all IT systems, networks, and hardware. The IT Technician will implement security protocols, troubleshoot issues, and minimize system downtime, requiring strong technical expertise and problem-solving skills in a fast-paced, customer-focused environment.
Responsibilities include
- Providing on-site and remote technical support to end-users, diagnosing and resolving hardware, software, and network issues.
- Assisting with troubleshooting desktop, laptop, printer, and peripheral issues.
- Handling IT service requests and incidents, ensuring timely resolution within Service Level Agreements (SLAs).
- Performing regular maintenance, updates, and patching of operating systems, software applications, and security tools.
- Monitoring system and network performance to proactively address potential issues and minimize downtime.
- Ensuring uptime for essential business systems, including VoIP and monitoring systems.
- Assisting in the configuration and maintenance of LAN/WAN networks, routers, switches, and firewalls.
- Setting up and maintaining VPNs and remote access configurations to support BPO operations.
- Performing routine network checks to ensure connectivity and proper configuration.
- Implementing and monitoring cybersecurity measures, such as firewalls, antivirus software, and data encryption.
- Following organizational security protocols and industry compliance standards (e.g., PCI-DSS, GDPR, HIPAA) to protect sensitive customer data.
- Conducting regular security audits, vulnerability scans, and risk assessments to identify and resolve security threats.
- Managing the inventory of hardware, software, and other IT assets, ensuring proper documentation, tracking, and disposal.
- Assisting in the setup and deployment of workstations, including installing necessary software and configuring systems.
- Ensuring IT hardware (laptops, desktops, servers) functions optimally and addressing issues like hardware malfunctions or replacements.
- Providing technical support for specialized software and tools used in BPO operations.
- Maintaining accurate documentation of technical procedures, configurations, and solutions in the knowledge base.
- Providing regular reports on system performance, incidents, and resolutions to management.
- Assisting in the development and implementation of IT policies and procedures.
Key Skills & Experience needed
- A diploma or degree in Information Technology, Computer Science, or a related field.
- Relevant IT certifications (CompTIA A+, Network+, Microsoft Certified Professional (MCP), or Cisco Certified Network Associate (CCNA)) are a plus.
- 2-3 years of experience as an IT Technician, preferably in a BPO, contact center, or fast-paced corporate environment.
- Strong knowledge of Windows, Mac, and Linux operating systems.
- Experience with troubleshooting network, hardware, and software issues.
- Familiarity with VoIP, CRM, and workforce management systems used in BPO environments.
- Experience with network infrastructure, including LAN, WAN, VPNs, firewalls, and switches.
- Ability to diagnose and resolve technical issues quickly and efficiently under pressure.
- Proactive in identifying and mitigating potential system problems before they escalate.
- Strong verbal and written communication skills (English – B1 required).
- Ability to explain technical concepts to non-technical stakeholders clearly.
- Ability to work independently and collaboratively with other IT professionals and cross-functional teams.
- Ability to prioritize tasks effectively, handle multiple requests simultaneously, and meet deadlines.
- Demonstrated ability to deliver excellent customer service, understanding the urgency of minimizing disruptions in a BPO operation.
- A positive, can-do attitude when assisting staff with technical issues.
Jenis Pekerjaan: Pekerjaan tetap
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