Managed Services Engineer (Level 2)

PT Indo Online Mitra Usaha (Vox Asia / BraveHub); Kota Bandung; On-site; IDR 335.008.000 - 502.513.000; Full time

Job summary

A leading IT services provider in Indonesia is looking for an IT Support professional to handle Level 2 incidents and collaborate with teams to resolve technical issues. The ideal candidate will possess a minimum of a Diploma or Bachelor’s degree in Information Technology, along with 3-5 years of relevant experience. Strong skills in troubleshooting, ITIL principles, and excellent communication are essential. Fluency in English is required, and candidates should be adaptable to changing schedules. This role offers the chance to contribute to service improvements and system optimization.

Qualifications

• Minimum 3–5 years of experience in IT Support or Managed Services.
• Solid understanding of ITIL principles.
• Fluent in English at a minimum of EU C1 level.

Responsibilities

• Handle Level 2 incidents, service requests, and problems within defined SLAs.
• Perform advanced troubleshooting on systems, servers, networks, and applications.
• Collaborate with L1 and L3 teams to resolve complex technical issues.

Skills

IT Service Management (ITIL)

Troubleshooting skills

Networking fundamentals

Communication skills

Analytical skills

Customer-oriented mindset

Flexibility and adaptability

Basic scripting skills

Education

Diploma or Bachelor’s degree in Information Technology or Computer Science

Tools

Windows Server

Linux

VMware

Microsoft Intune

Microsoft 365 Suite

Job description

Responsibilities

• Handle Level 2 incidents, service requests, and problems within defined SLAs.
• Perform advanced troubleshooting on systems, servers, networks, and applications.
• Collaborate with L1 and L3 teams to resolve complex technical issues.
• Monitor systems and perform preventive maintenance.
• Create and maintain technical documentation and knowledge base articles.
• Escalate issues appropriately when required.
• Provide recommendations for service improvement and system optimization.
• Participate in on-call support rotation if required.

Requirements

• Minimum Diploma or Bachelor’s degree in Information Technology, Computer Science, or a related field.
• Minimum 3–5 years of experience in IT Support or Managed Services.
• Solid understanding of IT Service Management (ITIL) principles.
• Hands-on experience with:
• • Windows Server and/or Linux
  • Virtualization technologies (VMware)
  • Networking fundamentals (TCP/IP, DNS, DHCP, basic Firewall concepts)
  • Device and Endpoint Management (Microsoft Intune)
  • Productivity Tools (Microsoft 365 Suite)
• Strong analytical and troubleshooting skills.
• Experience working with ticketing systems.
• Good communication skills and customer-oriented mindset.
• Fluent in English (spoken and written) at a minimum of EU C1 level.
• Flexible and adaptable to changing schedules (including potential shift work) and evolving technical responsibilities.

Nice to Have

• IT certifications (ITIL, Microsoft, VMware, AWS, Cisco).
• Experience working in a Managed Service Provider (MSP) environment.
• Basic scripting skills (PowerShell, Python).