Technical Support Specialist

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 a Technical Support Specialist to deliver technical and security support by resolving product issues, investigating threats, and escalating incidents as needed.

As a Technical Support Specialist, 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 various work areas. Operating in a security-first environment, we place the highest importance on trust, discretion, and confidentiality.

Key Responsibilities:

• Install, configure, and maintain network devices, operating systems, firmware, and IT infrastructure
• Troubleshoot and resolve hardware, software, and system incidents
• Monitor system performance and analyze incident data to identify trends and impacts
• Recommend improvements to hardware and software based on trend analysis
• Maintain incident tracking systems, documentation, and solution databases
• Provide technical support, including installation and configuration of user systems and peripherals
• Administer user accounts, access permissions, and system rights
• Perform IT asset management and inventory control
• Deliver technical training and user support
• Produce reports on system performance and incident trends

Qualifications:

• Understanding of Cyber Resiliency Experience
• Knowledge of operating systems, system administration, networking, and cloud technologies management
• Understanding of cybersecurity principles, threat detection, risk management, and security compliance standards (PII, PCI, PHI)
• Experience with incident management, ticketing systems, documentation, and service desk best practices
• Skilled in troubleshooting hardware, software, network, and system performance issues.
• Ability to investigate complex technical problems, maintain SOPs, and support incident response activities
• Stay up-to-date with IT trends and implement new technology solutions
• Comfortable with shifting hours
• Skilled in time, priority, task management, and handle confidential information with discretion
• 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)