Job description for IT Support at Yayasan Arsari Djojohadikusumo
Job Title: IT Support Technician
Qualifications:
• Minimum 2-4 years of experience with client digital workplace technologies and support services
• Experience in technical customer support and troubleshooting
• Hands on operations experience with multiple applications, operating systems, and network level support
• Ability to communicate effectively with technical and non-technical communities
• Ability to work with varying levels of internal stakeholders and external vendors
• Demonstrated customer focus
• Ability to manage multiple, simultaneous tasks, client relationships and expectations
• Strong interpersonal skills
• Strong team player – collaborates well with others to solve problems and actively incorporates
• Ability to coordinate several projects simultaneously
• Effective problem identification and solution skills
• Proven analytical and organizational ability
• High level of energy and enthusiasm with the ability to thrive in a rapidly changing environment
• Excellent written and oral communication skills
Job Descriptions:
• Focal point for customer interaction and support for all local IT issues including client, mobility, wireless, AV, conference room, telepresence, and physical connectivity.
• Analyze and resolve complex hardware and software issues.
• Identify and resolve problems, applying knowledge in complex, difficult or stressful situations.
• Maintain/resolve all open incidents/tasks within ticket queue in a timely manner.
• Onsite hands and eyes support for other IT teams.
• Ensure all business policies and standards related to client services and IT security and compliance are being met.
• Communicate, orally and in writing, technical information to audiences at all levels of the organization.
• Research, learn, and provide end user training for existing collaboration tools and digital workplace technologies.
• Review end-to-end customer technology adoption processes to proactively identify gaps and prioritize/execute IT process improvements that increase customer satisfaction and contribute to overall customer success.
• Interface directly with customers to understand how they are currently using digital workplace technology, and how they could benefit from additional technologies or features.
• Provide timely, proactive communications to stakeholders on significant issues and developments.
• Develop and report on metrics, including adoption metrics, training statistics, and customer surveys.
• Resolves day-to-day issues related to strategy implementation.
• Escalates issues that impact the client and/or strategic initiatives.
