IT Operations Support

ATI Business Group; Tangerang Selatan; On-site; IDR 240,000,000 - 360,000,000; Full time

Job summary

ATI Business Group is seeking an IT Operations L2 Support professional to troubleshoot complex incidents across networks, servers, and enterprise IT infrastructure. You will work independently to investigate root causes, implement fixes, and escalate specialist issues when needed.

The role requires hands-on networking, server administration, and ITIL/ITSM experience, with on-site work at BSD, South Tangerang.

Qualifications

• Bachelor's degree or equivalent in IT or related field.
• Minimum 2 years of experience in IT operations or infrastructure support.
• Hands-on experience resolving L2 technical incidents beyond L1 support.
• Strong networking knowledge: TCP/IP, DNS, DHCP, routing, switching, VLANs, VPNs, firewalls.
• Experience with Windows Server and Linux environments.
• Familiarity with ITIL/ITSM processes and incident management.

Responsibilities

• Independently troubleshoot and resolve L2 incidents involving network, servers, and IT infrastructure.
• Configure, maintain, and troubleshoot LAN/WAN components, routers, switches, VPNs, and firewalls.
• Administer Windows Server and Linux environments to ensure availability and performance.
• Perform root-cause analysis and implement corrective actions.
• Monitor infrastructure health, investigate alerts, and address operational risks.
• Manage incidents and service requests via ITSM platforms per SLAs.
• Collaborate with internal teams and vendors for specialist issues; maintain incident ownership.
• Maintain documentation and contribute to business continuity initiatives.

Skills

L2 support

Network troubleshooting

Windows/Linux administration

Root-cause analysis

ITIL/ITSM

English proficiency

Education

Bachelor's degree in Information Technology, Computer Science, Information Systems, Computer Engineering

Tools

ITSM platforms

Cisco CCNA/CCNP

MikroTik

Windows Server

Linux

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 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!

Key Responsibilities

• 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.

Is This You?

• 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 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 is a plus.

Be Part of ATI's Journey

At ATI Business Group, we bring unparalleled knowledge of the travel and hospitality industry to every aspect of our clients' businesses. Through operational expertise, innovative technology, and exceptional talent, we deliver solutions that optimize operations, elevate customer experiences, and accelerate business growth.

Since 2002, we've grown into a global team of 2,000+ professionals, partnering with leading travel and hospitality organizations worldwide. Our people are at the heart of everything we do, helping businesses scale, adapt, and grow while creating meaningful career opportunities along the way.

Join us and help shape the future of travel and hospitality.