Desktop Support Engineer

Excis Compliance; Jakarta Pusat; On-site; IDR 120,000,000 - 240,000,000; Full time

Job summary

Excis is hiring an End User Support Technician in Jakarta to deliver deskside and on-site IT support across multiple locations. You will handle on-site setup, break-fix for hardware, IMAC moves, software support, imaging devices, security access issues, mobility devices, VIP HBO support, and on-call rotations.

The role requires at least 3 years of end-user support experience, strong OS knowledge, ServiceNow familiarity, and solid hardware/infrastructure understanding.

Qualifications

• Minimum of 3 years of technical experience in end user support.
• Strong understanding of client-based operating systems.
• Proven experience with ticketing systems, preferably ServiceNow.
• Solid knowledge of end user hardware and infrastructure solutions.
• Proficiency in common network protocols (TCP/IP) for connectivity issues.

Responsibilities

• Provide IT support for on-site and off-site events and meetings, including site setup and coordination with venue IT/AV teams.
• Deliver break-fix support for laptops, desktops, tablets, and peripherals.
• Handle IMAC support including large-scale office moves and re-stack activities.
• Support operating systems, base load software, MS Office, and business applications.
• Maintain imaging devices and printers; resolve access-related issues with security configurations.
• Support mobility devices (iOS) and VIP/Home-based office users.
• Participate in on-call rotation and manage ticket queues in ServiceNow.
• Update users on ticket status and coordinate with asset teams for tracking.

Skills

End user support

OS basics

Customer service

English comms

Ticketing systems

Tools

ServiceNow

Job description

WE'RE HIRING AS AN END USER SUPPORT TECHNICIAN AT JAKARTA!

Excis is a global IT support leader, driven by innovation and collaboration. We're looking for a skilled and customer-focused End User Support Technician to deliver high-quality deskside and on-site IT support across multiple locations. Join us for a rewarding career in a supportive, family-like environment where you'll look forward to coming to work every day.

• Client in 190+ countries

We foster an open, friendly, and supportive growth-oriented culture where individual achievements fuel team success. From solving complex technical challenges to celebrating wins together, we put our people first.

Start your journey with Excis and grow with us!

What You'll Do:

• Provide IT support for on-site and off-site events and meetings, including site setup, coordination with venue IT/AV teams, and stand-by support
• Deliver break-fix support for laptops, desktops, tablets, and associated hardware peripherals
• Handle IMAC support, including large-scale/bulk office moves and re-stack activities
• Support operating systems, base load software, MS Office suite, and other business applications
• Maintain and troubleshoot imaging devices, including printers and MFDs (print/scan/copy/fax)
• Resolve access-related issues involving smart cards, passwords, security configurations, and application troubleshooting
• Support mobility devices (iOS/iPhone/iPad)
• Provide VIP and home-based office (HBO) user support
• Participate in on-call rotation for support outside business hours when required
• Manage and resolve ticket queues in ServiceNow, ensuring timely closure within SLAs
• Update end users on ticket status and follow up promptly as needed
• Coordinate with vendors and internal asset teams to ensure accurate asset tracking and database updates
• Track deployed, received, and returned assets, as well as maintenance activities, using ServiceNow

What You Need:

• Minimum of 3 years of technical experience in end user support
• Strong understanding of client-based operating systems
• Proven experience with ticketing systems, preferably ServiceNow
• Solid knowledge of end user hardware and infrastructure solutions
• Familiarity with industry-standard applications, tools, and devices
• Proficiency in common network protocols (TCP/IP) for connectivity issue resolution
• Excellent communication skills in English and the local language (Bahasa Indonesia)
• Strong customer engagement and service skills with a "Customer is #1" attitude
• Genuine desire to help, share, and assist others
• Strong analytical, problem-solving, and work ethic capabilities
• Basic safety knowledge to assist users with ergonomic equipment
• Ability to lift heavy equipment within stockroom and service room for racking and stacking
• Demonstrated ownership, responsibility, and adaptability to meet business needs
• Professional, courteous, and patient demeanor in high-density client environments
• Technical certifications (Microsoft, HP, Dell, or similar) are an added advantage

Why Join Us?

At Excis, your work matters. You'll be part of a dynamic, hands-on team where your technical expertise directly enhances user satisfaction and operational success. We offer a supportive environment that encourages professional growth, continuous learning, and collaboration across diverse technologies. Enjoy competitive compensation and the chance to contribute to a global IT leader that values innovation and excellence.