It Support & Hardware Technician (Cirebon)

Pt Sukma Karya Tama; Cirebon; Remote; IDR 84,000,000 - 120,000,000; Full time

Benefits offered by this job

Competitive salary

Health benefits

Remote work

Flexibility

Development opportunities

Job summary

Pt Sukma Karya Tama is seeking a Remote Technical Support Specialist to provide expert-level assistance for our network hardware products. You will diagnose issues, guide customers through troubleshooting steps, and ensure swift, professional resolutions in a fully remote role.

The ideal candidate has a strong networking background, excellent English communication, and the ability to work independently in a remote setting while maintaining high customer satisfaction.

Qualifications

• Proven experience in technical support, preferably networking hardware.
• Strong understanding of TCP/IP, DNS, DHCP and common networking protocols.
• Excellent problem-solving and analytical skills.
• Exceptional verbal and written communication in English.

Responsibilities

• Provide first-level technical support for network hardware via phone, email, and chat.
• Diagnose and troubleshoot routers, switches, firewalls, and access points.
• Guide customers through setup and operational procedures.
• Escalate complex issues with detailed documentation to higher tiers.
• Maintain accurate records of interactions and resolutions in the CRM system.
• Develop and update knowledge base articles and support documentation.
• Identify recurring issues and provide feedback to product development for improvements.
• Ensure customer satisfaction by delivering timely, accurate, professional support.
• Stay current with product updates and networking best practices.

Skills

Networking concepts

TCP/IP

Communication skills

Education

High school diploma

CCNA certification

Network+ certification

Tools

CRM software

Ticketing systems

Job description

Remote Technical Support Specialist - Network Hardware

Our client, a global leader in networking solutions, is looking for a dedicated and technically proficient Remote Technical Support Specialist to join their fully remote support team. In this vital role, you will provide expert-level assistance to customers experiencing issues with our advanced network hardware products. You will be the first point of contact for troubleshooting complex technical problems, guiding users through diagnostic steps, and ensuring swift resolution. This position requires a deep understanding of networking concepts and hardware, coupled with exceptional communication and problem-solving skills. The ideal candidate will be self-motivated, possess a strong desire to help others, and thrive in a dynamic, remote work environment. You will have the opportunity to work with a diverse range of clients and technologies, contributing to customer satisfaction and the company's reputation for excellent support. We are committed to providing our remote team members with the resources and support needed to succeed.

About the Role

Our client, a global leader in networking solutions, is looking for a dedicated and technically proficient Remote Technical Support Specialist to join their fully remote support team. In this vital role, you will provide expert-level assistance to customers experiencing issues with our advanced network hardware products. You will be the first point of contact for troubleshooting complex technical problems, guiding users through diagnostic steps, and ensuring swift resolution. This position requires a deep understanding of networking concepts and hardware, coupled with exceptional communication and problem-solving skills. The ideal candidate will be self-motivated, possess a strong desire to help others, and thrive in a dynamic, remote work environment. You will have the opportunity to work with a diverse range of clients and technologies, contributing to customer satisfaction and the company's reputation for excellent support. We are committed to providing our remote team members with the resources and support needed to succeed.

Key Responsibilities

• Provide first-level technical support for network hardware products via phone, email, and chat.
• Diagnose and troubleshoot hardware and software issues related to routers, switches, firewalls, and access points.
• Guide customers through setup, configuration, and operational procedures.
• Escalate complex issues to higher-level support tiers when necessary, providing detailed documentation.
• Maintain accurate and comprehensive records of customer interactions and resolutions in the CRM system.
• Develop and update knowledge base articles and support documentation.
• Identify recurring issues and provide feedback to the product development team for improvements.
• Ensure customer satisfaction by delivering timely, accurate, and professional support.
• Stay current with product updates, new features, and industry best practices in networking.

Requirements

• Proven experience in technical support, preferably in networking hardware.
• Strong understanding of TCP/IP, DNS, DHCP, and common networking protocols.
• Familiarity with configuring and troubleshooting common network devices (routers, switches, firewalls).
• Excellent problem-solving and analytical skills.
• Exceptional verbal and written communication skills in English.
• Ability to work independently and manage time effectively in a remote setting.
• Experience with ticketing systems and CRM software.
• A relevant IT certification (e.g., CCNA, Network+) is a strong advantage.
• Ability to explain technical concepts to non-technical users.
• High school diploma or equivalent; further education or certifications are a plus.

Benefits

This is a fully remote position offering significant work-life balance and flexibility. Our client provides a competitive salary, comprehensive health and wellness benefits, paid time off, and opportunities for professional development, including relevant certifications. You will be equipped with the necessary tools and resources to perform your job effectively from home. This role offers the chance to grow within a leading technology company, gain exposure to diverse networking challenges, and contribute directly to customer success, all within a supportive and collaborative remote team environment. The Lampung region can benefit from this opportunity for skilled professionals.