It Infrastructure & End User Support (Jakarta)

Job purpose
The Infrastructure & User Services Support is responsible for the availability and performance of the local infrastructures in his or her area.

• Act as the interface with the technical entities of the Group IT Department.
• Coordinates diagnoses and troubleshoots incoming employee calls.
• Provides support services to employees with technical problems and information technology issues involving desktop, laptop, or network services from local personnel or from employees using network remote access.
• Provides case status updates to management and end-users. Supports and maintains effective relationships with users.
• To be the sponsor of the Group IT Department and to support all user services within its scope.

Scope of the position
IT Infrastructure & User Service Support is responsible for providing technical assistance and support related to computer systems, hardware, or software. Also, to ensure the timely restoration of service by managing requests (Incidents, Service Requests, Events, and Problems) through to successful completion.
Responsibilities

• Receive, validate, and log client requests and provide first (L1) and second level (L2) support for workstations, applications, mobile devices, communications, network infrastructure, and related technology.
• Other duties include supporting for scheduled server backups, system monitoring and reports
• Handle asset management and maintain inventory
• Develop good relationships with key stakeholders, internally and externally.
• Troubleshoot and resolve end user application issues, maintain, and update technical support documentation
• Manage ticket for co-worker Arrival, co-worker Departure and co-worker Move in Service Now.
• Resolve technical problems with Local Area Networks (LAN), Wide Area Networks (WAN), and other systems.
• Fields support calls, chat, email, tickets, and/or other communication from users with inquiries regarding software programming, connectivity, printing, and similar concerns. Including tracks, the requests and determines current activity on them.
• Maintain and monitor office network infrastructure, IT security and antivirus tools
• Provide day-to-day technical support to end users and ensure the smooth running of computers, network devices, printers, and application

Knowledge, Skills, And Attributes

• Knowledge of project management methodology (PRINCE or MMI type)
• Knowledge of ITIL standards
• Good communication skill in English (writing & speaking)
• Very good knowledge of the Microsoft ecosystem (Windows 10, Azure, Office365, Teams)
• Good knowledge of the architecture and functionalities of the company's IS
• Ability to work in a team to provide optimal service and support to employees
• Client-service orientated, independent, responsible, and confidence
• Very good knowledge in the administration of the components of its domain.
• Knowledge of Agile and Scrum project management methodologies.
• Knowledge of security standards and procedures and related tools and technologies.
• Good knowledge of the technologies in its scope.
• Communicates clearly and effectively, maintains confidentiality, and interacts with employees professionally

Academic Qualifications And Certifications

• Any other relevant certifications
• Bachelor’s degree with relevant information technology or related degree

Required Experience

• Experience with basic networking concepts, such as IPv4, DHCP, and DNS
• Experience managing Office 365 and/or G Suite a plus
• Service desk experience
• Experience managing Active Directory users and groups
• Experience managing and troubleshooting Active Directory workstations, such as joining a domain, network login issues, or applying GPOs
• More than 5 years’ experience as IT Support
• Solid understanding of the full mobile development life cycle.

Position Location
Will be placed in Jakarta with frequent visit to Site in Halmahera, North Maluku.