Operations Technical Support Representative II

Join TELUS Digital as an Operations Technical Support Representative II and become part of a dynamic team driving customer experience transformation for globally admired brands. Based in the vibrant locales of Bali, you'll leverage cutting-edge technology and data to ensure seamless operations and exceptional support for our clients.

In this role, you'll be responsible for providing technical support to our clients, resolving complex issues, and ensuring the smooth operation of our systems. You'll work closely with a diverse team of professionals, using tools like ServiceNow, Jira, and Confluence to streamline processes and improve efficiency.

TELUS Digital is a leading provider of digital solutions, known for its innovative approach and commitment to excellence. With a strong focus on customer satisfaction, we offer a supportive and collaborative work environment where your contributions are valued.

📋 Tanggung Jawab Pekerjaan

• Provide level 2 technical support to clients, resolving complex issues and ensuring minimal downtime.
• Monitor and analyze system performance using tools like Nagios, Splunk, and Prometheus.
• Collaborate with cross-functional teams to implement and maintain technical solutions.
• Document technical processes and create knowledge base articles for future reference.
• Assist in the development and execution of technical support strategies and best practices.
• Participate in on-call rotations to ensure 24/7 coverage and immediate response to critical issues.
• Stay up-to-date with industry trends and emerging technologies to continuously improve support services.
• Provide training and mentorship to junior team members to foster a culture of continuous learning.

🎓 Kualifikasi & Syarat

• Bachelor's degree in Computer Science, Information Technology, or a related field.
• Minimum of 3 years of experience in technical support or a related role.
• Strong understanding of IT infrastructure, including networks, servers, and storage systems.
• Proficiency in using ServiceNow, Jira, and Confluence for issue tracking and project management.
• Familiarity with scripting languages such as Python, Perl, or Bash for automation and troubleshooting.
• Certifications in ITIL, PMP, or other relevant technical certifications are a plus.
• Excellent communication and problem-solving skills.
• Ability to work in a fast-paced environment and meet tight deadlines.

🛠️ Keahlian

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