Job description for IT Support Services Staff at PT Kairos Utama Indonesia
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.
