IT Operations Engineer L2 Support

ATI Business Group; Indonesia; On-site; IDR 180,000,000 - 240,000,000; Full time

Job summary

ATI Business Group is seeking an experienced IT Operations Engineer (L2) to independently investigate and resolve complex incidents across networking, servers, and enterprise IT infrastructure. You will diagnose root causes, implement fixes, and prevent recurrence while escalating specialist issues when needed.

You will troubleshoot LAN/WAN, VPNs, firewalls, and server environments, following ITIL practices and SLAs.

Qualifications

• Bachelor's degree in IT, CS, IS, or related field.
• Minimum 2 years' experience in IT operations, infra support, or network/server admin.
• Hands-on experience resolving L2 incidents beyond L1 support.
• Strong networking knowledge: TCP/IP, DNS, DHCP, VLANs, VPNs, firewalls.
• Experience admin and troubleshooting Windows Server and/or Linux.
• Familiarity with ITSM platforms and ITIL incident management.
• Proficient in Bahasa Indonesia and English, with good documentation skills.
• On-site work required at BSD South Tangerang.

Responsibilities

• Troubleshoot and resolve L2 incidents related to network, servers, and infrastructure.
• Configure and maintain LAN/WAN, routers, switches, VPNs, and firewalls.
• Administer Windows Server and/or Linux environments for availability and performance.
• Perform root-cause analysis and implement corrective actions.
• Monitor infrastructure health and address alerts and risks.
• Manage incidents via ITSM platforms following SLAs.
• Collaborate with internal teams and vendors to resolve complex issues.
• Maintain documentation and drive business continuity initiatives.

Skills

Networking

Windows/Linux administration

Troubleshooting

ITIL / incident management

Documentation

Bilingual Indonesian/English

Education

Bachelor's degree in Information Technology / Computer Science / Information Systems

Tools

ITSM platforms

Windows Server

Linux

Network monitoring tools

Job description

Are you an IT professional who enjoys solving complex technical challenges, troubleshooting infrastructure issues, and keeping critical systems running smoothly Do you have the hands‑on expertise to go beyond basic troubleshooting and independently resolve L2 technical incidents

We’re looking for an experienced IT Operations Engineer (L2 Support) with strong hands‑on capabilities in networking, server administration, and enterprise IT infrastructure. The ideal candidate can independently investigate and resolve complex technical incidents beyond basic L1 support, perform root‑cause analysis, and implement effective solutions while escalating specialist‑level issues when necessary.

If you’re passionate about solving technical problems, improving infrastructure reliability, and ensuring seamless IT operations, we’d love to hear from you!

• Independently troubleshoot and resolve L2 incidents involving network connectivity, servers, system performance, and IT infrastructure.
• Configure, maintain, and troubleshoot network components, including LAN/WAN, routers, switches, VPNs, and firewalls.
• Administer and troubleshoot Windows Server and/or Linux environments to ensure system availability and performance.
• Perform root‑cause analysis, implement corrective actions, and prevent recurring technical issues.
• Monitor infrastructure health, investigate system alerts, and proactively address potential operational risks.
• Manage incidents and service requests through ITSM platforms, following ITIL practices and established service-level agreements.
• Collaborate with internal teams and external vendors to resolve specialist-level issues while maintaining incident ownership and follow-up.
• Maintain technical documentation and support infrastructure maintenance, improvements, and business continuity initiatives.

Minimum Qualifications

• Bachelor's degree in Information Technology, Computer Science, Information Systems, Computer Engineering, or a related field.
• Minimum 2 years of experience in IT operations, infrastructure support, network administration, or system administration.
• Proven hands‑on experience independently resolving L2 technical incidents beyond basic end‑user support.
• Strong knowledge of networking fundamentals, including TCP/IP, DNS, DHCP, routing, switching, VLANs, VPNs, and firewalls.
• Practical experience troubleshooting network devices, servers, and enterprise IT infrastructure.
• Experience administering and troubleshooting Windows Server and/or Linux environments.
• Strong analytical and problem‑solving skills, including root‑cause analysis and systematic technical troubleshooting.
• Familiarity with ITSM platforms, ITIL practices, and incident management processes.
• Professional proficiency in Bahasa Indonesia and English, with effective communication and documentation skills.
• Willingness to work on‑site at our BSD, South Tangerang office.
• Certifications such as Cisco CCNA/CCNP, MikroTik, or equivalent networking and infrastructure qualifications.
• Experience with virtualization platforms, infrastructure monitoring tools, cloud environments, and backup or disaster recovery solutions.