Job description for IT Helpdesk at Dekoruma
Responsibilities:
Manage, monitor, and maintain IT infrastructure and systems across the manufacturing facility, including servers, network infrastructure, firewall, VPN, CCTV, and related IT systems.
Troubleshoot and resolve infrastructure issues related to Windows Server, VM, network connectivity, VPN, firewall, DNS, DHCP, VLAN, SQL, and other critical IT systems.
Proactively monitor system performance, network availability, server health, and security to ensure stable and reliable manufacturing operations.
Perform root cause analysis (RCA) for recurring or complex technical issues and provide appropriate preventive and corrective solutions.
Actively investigate and explore new technical issues, configurations, and system behavior to identify the most effective solutions.
Configure, maintain, and optimize network infrastructure, including MikroTik, FortiGate, switches, access points, cloud controllers, and other network devices.
Support IT infrastructure projects, system implementations, upgrades, migrations, and improvements required by the manufacturing business.
Collaborate closely with Manufacturing, Warehouse, GA, HR, Finance, and other business functions to understand operational requirements and provide appropriate IT solutions.
Act as the first point of contact for IT infrastructure-related issues and communicate clearly with users regarding issue status, troubleshooting steps, and resolution.
Coordinate with external vendors or technical partners for complex infrastructure issues, installations, maintenance, and system development.
Develop and maintain IT documentation, network diagrams, configuration records, troubleshooting guides, SOPs, and knowledge bases
Qualifications:
Bachelor's degree in Information Technology, Computer Science, Information Systems, or related field.
Minimum 2–3 years of hands-on experience in IT infrastructure, network, or system administration.
Strong knowledge of networking fundamentals, including IP addressing, subnetting, routing, VLAN, DHCP, DNS, VPN, and firewall.
Hands-on experience with Windows Server, Virtual Machine/VMware, VPN, SSL, SQL, Firewall, and related infrastructure technologies.
Familiar with MikroTik, FortiGate, Cloud Controller, CCTV, switches, access points, and network monitoring tools.
Strong troubleshooting and problem-solving skills, with the ability to perform root cause analysis independently.
Curious and hands-on mindset — willing to investigate, experiment, and dig deeper into technical issues rather than relying only on standard troubleshooting.
Proactive, responsive, and comfortable working in a fast-paced manufacturing environment.
Strong communication skills and able to communicate technical issues clearly to both technical and nontechnical stakeholders.
Willing to work on-site at DMC/Manufacturing facility and support after-hours maintenance when required.
Able to work independently while also collaborating effectively with internal teams and external vendors
