Analyst I Infrastructure Services

DXC Technology; Jakarta Pusat; On-site; IDR 111,600,000 - 167,400,000; Full time

Job summary

DXC Technology is seeking an End User Field Support professional to provide on-site hardware and software support at designated client sites in Jakarta. You will diagnose issues, perform IMACD tasks, and coordinate with infrastructure teams to restore normal end-user operations.

The role includes VIP user support, 24/7 on-call coverage, asset management, and deployment services for large-scale events. Strong communication and mid-level English are required.

Qualifications

• 2+ years of deskside support experience.
• VIP support experience preferred.
• Experience in using ServiceNow is preferred.
• Good deskside support technical skills and basic infrastructure knowledge.
• Good communication and coordination skills.
• Medium level English reading/writing/speaking skills.

Responsibilities

• Hardware support: diagnose and coordinate with OEM vendors for repair of defective hardware (desktops/laptops/workstations, mobile devices, tablets, meeting room equipment, printers).
• Software support: diagnose and resolve OS and desktop applications issues.
• IMACD: physical installations, moves, adds, changes, de-installs for end-user hardware and software.
• Enhanced support for VIP users including 7x24 on-call support.
• Coordinate with infrastructure teams to resolve issues with network, servers or other infrastructure devices or services that impact end users.
• Support hardware and software changes for end users (refresh, upgrades, patches).
• Asset management support for end user devices following defined processes.
• Provide smart hand support for printers, servers, network devices, meeting room equipment, etc.
• Onsite support for events such as trade shows or special meetings.
• Regular checks for IT Room devices and Meeting Room equipment.
• Deployment services for large-scale efforts including asset auditing, image integration, on-site installation, migration, and asset recovery.
• Dispatch support for client retail users including POS systems, printers and network troubleshooting; store setup/closure, pre-event/roadshow, onsite event support.

Skills

Deskside support

VIP support

ServiceNow

Communication skills

English (medium)

Tools

ServiceNow

Job description

Job Description for End User Field Support:

A full-time position working at designated client site, required to provide high-quality, onsite technical and troubleshooting services covering below support activities within the required SLA time frame

• Hardware support: technical diagnosis and coordination with OEM vendors for repair of defective hardware for a variety of devices including desktops/laptops/workstations, mobile devices, tablets, meeting room equipment, printers etc.
• Software support: diagnosis and resolution of software functionality for both the operating system and standard desktop applications
• IMACD: physical installations, moves, adds, changes, and de-installs for a wide variety of supported hardware devices including desktops/laptops/workstations, mobile devices, tablets, meeting room equipment, printers and etc. and supported software
• Enhanced support for VIP users including 7x24 on-call support
• Coordinate with infrastructure teams to resolve issues with network, servers or other infrastructure devices or services that impact the normal work of end users
• Support hardware and software changes (e.g. hardware device change/refresh, system upgrade/migration, patch update, etc.) for end users
• Asset management support for end user devices by following defined processes
• Provide smart hand support for all kinds of hardware such as printers, servers, network devices, backup devices, meeting room equipment, scientific devices etc.
• Onsite support for events such as trade shows or special meetings
• Regular checks for IT Room devices and Meeting Room equipment when required
• Deployment services for large-scale efforts include asset auditing and discovery, project support, image integration, on-site installation, user self-installation, migration, and asset recovery governed with full project status and reporting
• Dispatch support for client retail users including POS systems, printers and network related troubleshooting and tasks, as well as support for store setup and closure, pre-event/roadshow preparation, onsite event/roadshow support, and post-event/roadshow activities

Required profile with qualifications as below,

• 2+ years of deskside support experience (MNC support experience and VIP support experience preferred)
• Experience in using ServiceNow is preferred
• Good deskside support technical skills and basic infrastructure knowledge
• Good communication and coordination skills
• Medium level English reading/writing/speaking skills