IT Support Services Staff

Role Responsibilities

• Provide first-level and second-level IT support for end users, including desktops, laptops, printers, mobile devices, and standard business applications.
• Respond to incidents and service requests in accordance with agreed Service Level Agreements (SLAs).
• Install, configure, maintain, and troubleshoot hardware, software, operating systems, and peripheral devices.
• Support user account administration, including password resets, access provisioning, and deprovisioning.
• Perform routine system checks, preventive maintenance, and health monitoring of IT equipment.
• Escalate complex technical issues to relevant support teams and follow up until resolution.
• Maintain accurate records of incidents, requests, asset inventory, and troubleshooting activities in the ticketing system.
• Assist in the deployment, relocation, and replacement of IT equipment and workplace technology.
• Support network connectivity troubleshooting, including LAN, Wi-Fi, VPN, and internet-related issues.
• Coordinate with vendors and third-party service providers when required.
• Ensure compliance with company IT policies, security standards, and operational procedures.
• Provide user guidance and training on IT systems, tools, and best practices.
• Participate in IT projects, system upgrades, office relocations, and technology rollouts as assigned.
• Prepare and submit periodic operational reports and documentation.

Role Requirements

• Bachelor's degree in Information Technology, Computer Science, or a related field.
• Minimum 1–3 years of experience in IT Support, Service Desk, or End User Computing support.
• Knowledge of Windows operating systems, Microsoft 365, Active Directory, and basic networking.
• Strong troubleshooting and problem-solving skills.
• Good communication and customer service orientation.
• Ability to work independently and collaboratively within a team environment.
• Willingness to provide onsite support within the Jakarta area.

Skill Set Requirements

• Strong knowledge of Microsoft Windows operating systems (Windows 10/11) and Microsoft 365 applications.
• Experience in desktop, laptop, printer, and peripheral device troubleshooting.
• Basic understanding of networking concepts, including TCP/IP, DNS, DHCP, LAN/WAN, Wi-Fi, and VPN.
• Familiarity with Active Directory, user account administration, and access management.
• Experience using IT Service Management (ITSM) or ticketing tools such as ServiceNow, Jira Service Management, or similar platforms.
• Knowledge of hardware installation, software deployment, and endpoint support processes.
• Understanding of IT security best practices, including antivirus, endpoint protection, and data security awareness.
• Strong analytical and problem-solving skills with the ability to diagnose and resolve technical issues efficiently.
• Excellent communication and interpersonal skills, with a customer-focused approach.
• Ability to prioritize tasks, manage multiple support requests, and meet SLA targets.
• Good documentation and reporting skills.
• Ability to work independently, as well as collaboratively within a team environment.
• Basic knowledge of IT asset management and inventory control.
• Willingness to travel for onsite support when required.
• Proficiency in English communication (written and verbal) is an advantage.