IT Operations L2 Support

Are you an IT professional who enjoys solving complex technical challenges, troubleshooting infrastructure issues, and keeping critical systems running smoothly? Do you have the hands-on expertise to go beyond basic troubleshooting and independently resolve L2 technical incidents?

We're looking for an experienced IT Operations Engineer (L2 Support) with strong hands-on capabilities in networking, server administration, and enterprise IT infrastructure. The ideal candidate can independently investigate and resolve complex technical incidents beyond basic L1 support, perform root-cause analysis, and implement effective solutions while escalating specialist-level issues when necessary.

If you're passionate about solving technical problems, improving infrastructure reliability, and ensuring seamless IT operations, we'd love to hear from you!

Key Responsibilities

• Independently troubleshoot and resolve L2 incidents involving network connectivity, servers, system performance, and IT infrastructure.
• Configure, maintain, and troubleshoot network components, including LAN/WAN, routers, switches, VPNs, and firewalls.
• Administer and troubleshoot Windows Server and/or Linux environments to ensure system availability and performance.
• Perform root-cause analysis, implement corrective actions, and prevent recurring technical issues.
• Monitor infrastructure health, investigate system alerts, and proactively address potential operational risks.
• Manage incidents and service requests through ITSM platforms, following ITIL practices and established service-level agreements.
• Collaborate with internal teams and external vendors to resolve specialist-level issues while maintaining incident ownership and follow-up.
• Maintain technical documentation and support infrastructure maintenance, improvements, and business continuity initiatives.

Is This You?

• Bachelor's degree in Information Technology, Computer Science, Information Systems, Computer Engineering, or a related field.
• Minimum 2 years of experience in IT operations, infrastructure support, network administration, or system administration.
• Proven hands-on experience independently resolving L2 technical incidents beyond basic end-user support.
• Strong knowledge of networking fundamentals, including TCP/IP, DNS, DHCP, routing, switching, VLANs, VPNs, and firewalls.
• Practical experience troubleshooting network devices, servers, and enterprise IT infrastructure.
• Experience administering and troubleshooting Windows Server and/or Linux environments.
• Strong analytical and problem-solving skills, including root-cause analysis and systematic technical troubleshooting.
• Familiarity with ITSM platforms, ITIL practices, and incident management processes.
• Professional proficiency in English, with effective communication and documentation skills.
• Willingness to work on-site at our BSD, South Tangerang office.
• Certifications such as Cisco CCNA/CCNP, MikroTik, or equivalent networking and infrastructure qualifications.
• Experience with virtualization platforms, infrastructure monitoring tools, cloud environments, and backup or disaster recovery solutions is a plus.