IT Support

PT Dias Naga Alpha (DNA) is looking for an individual with the following skills and knowledge to assist us. We are a multifaceted organization that specializes in next generation computing, cybersecurity and other tomorrow technologies. We are seeking an IT Support, a professional in charge of day-to-day technical assistance, troubleshooting, network issues, and the documentation.

As an IT Support, you will bring sharp critical thinking, clear and comfortable communication in English and Indonesian (written and spoken), and the ability to excel both independently and within a team. This role is flexible and responsive to immediate needs for extra support in different work areas. Operating in a security-first environment, we place the highest importance on trust, discretion, and confidentiality.

Areas of Responsibility:

• Support Active Directory integrations and manage services hosted by the IT team for customers
• Support Internet cloud services such as Google Workspace, Adobe, and other cloud services acquired by customers
• Support operational technology (OT) systems used by customers
• Assist in managing the customer's internal data services to improve operational performance and reduce costs through identified improvements
• Support network issues, including Wi-Fi, VPN, and basic connectivity troubleshooting
• Assist in diagnosing and resolving hardware and software issues (excluding ERP systems) and document solutions for continuity
• Respond to after-hours IT incidents, including software deployments, hardware infrastructure support, and troubleshooting IT, OT, and IoT systems (overtime paid)
• Assist with employee onboarding/offboarding, including device provisioning, account setup/deactivation, network and server access, and configuration according to company standards and policies
• Create technical documentation for customer services and maintain reference guides, including issues, solutions, and standard operating procedures
• Provide peer review support for internal documentation and collaborate with colleagues to improve services
• Provide technical assistance to users, troubleshoot issues, and ensure IT systems operate smoothly
• Respond to user support requests via email, chat, or phone, and create support guides based on recurring requests
  

Role Qualifications:

• Understanding of Cyber Resiliency Experience
• Experienced in regulated, security-focused, and critical IT environments
• Solid understanding of network architecture, protocols, and security principles
• Proficient in operating systems, storage, databases, and cloud platforms
• Skilled in configuring and troubleshooting complex hardware and software
• Experienced in leading IT projects and creating technical documentation
• Stay up-to-date with IT trends and implement new technology solutions
• Effective communication skills in English and Indonesian: written and oral, with strong problem-solving and critical thinking skills (Applicants are required to submit their resume/CV in English)
• Skilled in time, priority, task management, and handle confidential information with discretion