Remote IT Support Engineer - Tier 2/3 & Documentation

Crossing Hurdles

Indonesia

On-site

IDR 90,000,000 - 120,000,000

Full time

5 days ago

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Job summary

Crossing Hurdles is seeking an experienced IT support professional to diagnose and resolve hardware and software issues across Windows, Mac, and Linux, while documenting steps in ITSM systems. You will assist non-technical users with clear guidance in a remote engagement model.

This role emphasizes strong communication, root cause analysis, and knowledge sharing through scenario-based examples and process documentation, with opportunities to contribute to best practices across our distributed

Qualifications

Experience delivering Tier 2/3 IT support.
Strong troubleshooting across hardware, software and networking with root-cause analysis.
Experience documenting incidents and resolutions using ITSM or similar ticketing platforms.
Clear written and verbal communication for non-technical end users.
Certifications such as CompTIA A+, CompTIA Network+, or ITIL Foundation are advantageous.

Responsibilities

Diagnose and resolve hardware and software issues across Windows, Mac, and Linux.
Document incident details, troubleshooting steps, and resolutions using ticket management systems.
Utilize networking knowledge (TCP/IP, DNS, VPN) to resolve connectivity incidents.
Support non-technical users with clear, empathetic communication and step-by-step guidance.
Contribute detailed, scenario-based examples and process documentation reflecting best practices.
Collaborate asynchronously within a remote engagement model, delivering written and verbal feedback.