Introduction
We are seeking a proactive and detail‑oriented Helpdesk IT – Dukungan Teknis & Layanan Pengguna to join our growing technology team. This role is ideal for recent graduates or early‑career professionals who are passionate about delivering top‑notch technical support, maintaining a seamless IT environment, and enhancing user satisfaction across the organization. The successful candidate will work Monday through Saturday, from 08:00 to 17:00, providing hands‑on assistance for both hardware and software issues while collaborating closely with other IT specialists.
Responsibilities
- Serve as the first point of contact for internal users experiencing technical difficulties, responding promptly via phone, email, or ticketing system.
- Diagnose, troubleshoot, and resolve hardware malfunctions, software glitches, and network connectivity problems on Windows‑based workstations and laptops.
- Perform routine maintenance tasks, including operating system updates, driver installations, and antivirus scans to ensure optimal system performance.
- Assist end‑users with application installations, configuration of web‑based tools, and basic scripting or macro development when required.
- Document all support incidents, resolutions, and knowledge‑base articles to streamline future troubleshooting efforts.
- Collaborate with senior IT staff to escalate complex issues, participate in system upgrades, and contribute to IT project implementations.
- Provide user training on best practices for security, data backup, and efficient use of company software.
- Maintain an inventory of IT assets, track warranty information, and coordinate with vendors for equipment repairs or replacements.
- Monitor service level agreements (SLAs) to ensure timely resolution of tickets and continuous improvement of support processes.
Requirements
- Minimum education: D3 or S1 in Computer Science, Information Systems, or a related field.
- Strong verbal and written communication skills in Bahasa Indonesia and English.
- Fundamental knowledge of web and desktop programming concepts (e.g., HTML, JavaScript, C#, or Java).
- Familiarity with Windows operating systems; additional experience with macOS or Linux is a plus.
- Hands‑on ability to diagnose and resolve hardware and software issues, including printers, peripherals, and mobile devices.
- Customer‑service mindset with a focus on delivering courteous, effective support.
- Proven ability to work both independently and as part of a collaborative team.
- Fresh graduates are encouraged to apply; internships or project experience in technical support are advantageous.
- Basic understanding of networking concepts (TCP/IP, DNS, DHCP) and familiarity with ticketing tools such as Zendesk, Freshservice, or ServiceNow.
Benefits
- Competitive monthly salary with performance‑based incentives.
- Comprehensive health insurance covering medical, dental, and vision care.
- Paid leave including annual, sick, and maternity/paternity days.
- Professional development budget for certifications (e.g., CompTIA A+, Microsoft Certified: Modern Desktop Administrator).
- Access to an on‑site gym and wellness programs.
- Flexible work‑from‑home options on a rotating schedule.
- Team‑building activities, tech talks, and mentorship programs.
- Transportation allowance and meal vouchers.
About Company
Our company is a leading provider of digital solutions in the Southeast Asian market, serving a diverse portfolio of clients ranging from finance and healthcare to e‑commerce. With a commitment to innovation and continuous improvement, we invest heavily in cutting‑edge technologies and foster a culture of learning and collaboration. As part of our IT department, you will be instrumental in maintaining the technological backbone that enables our business to thrive, while gaining exposure to a dynamic environment that values creativity, reliability, and customer focus.
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