Support Helpdesk Engineer

Location : Bali, Indonesia Experience Level : 1 - 2 years Employment Type : Full-time About the Company We’re a growing technology company focused on building reliable and scalable solutions that help businesses improve their operations. Our products connect software, hardware, and real-world workflows to create value across industries. We believe in teamwork, accountability, and a product mindset that blends creativity with strong technical execution. About the Role We are seeking a skilled Support Helpdesk Engineer to join our team at PT Maes Electronic (Bali). This full-time role is based in Bali and will be responsible for providing exceptional IT support and troubleshooting to our clients. Key Responsibilities • Responding to and resolving IT support requests from clients remotely via chat, email and call in a timely and effective manner • Troubleshooting hardware and software issues and providing technical solutions • Documenting support activities and maintaining detailed records of all support requests • Incident management (create, analyze, assign, solved and close issued ticket) • Identifying bugs/ issue verification and validation, learning about all products information, specification, features and how it works • Escalating complex issues to senior IT staff for further investigation and resolution • Data analysis and reporting • Contributing to the continuous improvement of IT support processes and procedures Requirements • Bachelor Degree in Computer Science/ Technology, Information Management or equivalent • Proven work experience in a helpdesk or IT support role • Strong troubleshooting and problem-solving skills with the ability to quickly diagnose and resolve IT issues • Excellent communication and customer service skills, with the ability to explain technical concepts to non-technical users • Have a good logic and analytical thinking and fast learner • Familiarity with Linux OS and Bash Script, router and basic networking • Willing to work on shift (day/night time) • Ability to work independently and as part of a team to meet deadlines and support client needs • Familiarity with IT support tools and ticketing systems (Syteline, Odoo, The Dude, Putty, etc.) What We Offer • Competitive salary and benefits package • Opportunities for professional development and career advancement • Collaborative and supportive work environment • Work-life balance initiatives, including flexible working arrangements