Floor Deskside & VIP Support | AMK Technology | Indonesia

Amk Technology; Indonesia; On-site; IDR 89,280,000 - 178,560,000; Full time

Job summary

AMK Technology is seeking an experienced Floor Deskside & VIP Support professional to join our Managed IT Operations Support team in Indonesia on a contract basis. The role focuses on delivering hands-on technical support, upholding SLAs, managing incidents, and ensuring high availability across enterprise IT and infrastructure environments.

You will work with cross-functional teams, coordinate with regional service partners, and drive process improvements while adhering to ITIL principles and

Qualifications

• Bachelor’s degree in IT, CS, Engineering or related field.
• Hands-on experience in IT operations or MSP environments.
• Familiar with ITIL service management and enterprise workflows.

Responsibilities

• Execute hands-on technical troubleshooting and incident handling.
• Manage support tickets and coordinate incident resolutions.
• Interface with enterprise stakeholders and regional teams.
• Maintain SLAs, KPIs, and operational documentation.
• Support IT and security policy adherence and ITIL practices.
• Contribute to process improvements and automation initiatives.
• Provide prompt technical assistance to end-users across environments.
• Document assets, tickets, and operational logs meticulously.

Skills

ITIL framework knowledge

Customer service

Technical troubleshooting

Ticketing systems

Stakeholder communication

Education

Bachelor's degree in Information Technology, Computer Science, Engineering

Tools

ServiceNow

Jira

Monitoring tools

Job description

Position Summary

AMK Technology is seeking an experienced and dedicated Floor Deskside & VIP Support to join our Managed IT Operations Support initiative in Indonesia on a contract basis. In this specialized role, you will be responsible for delivering robust technical support, maintaining high service availability, and driving operational excellence across enterprise IT and infrastructure environments. You will collaborate closely with cross‑functional support teams, coordinate incident resolutions, and maintain rigorous SLA compliance standards. This opportunity requires a qualified technology professional based in Indonesia with strong domain expertise and immediate or short‑notice availability.

Detailed Job Description

As the Floor Deskside & VIP Support, you will take full ownership of operational workflows, performance monitoring, and technical service delivery within our structured IT managed services framework. Your day‑to‑day responsibilities include executing hands‑on technical troubleshooting, managing support tickets, conducting root‑cause analysis, and implementing proactive process improvements. You will interface directly with enterprise stakeholders, equipment vendors, and regional service teams to resolve escalated bottlenecks and ensure seamless technical operations. Furthermore, you will track key performance indicators (KPIs), maintain comprehensive operational documentation, and adhere strictly to ITIL service management best practices.

Key Responsibilities

• Execute specialized technical duties and operational workflows aligned with the Floor Deskside & VIP Support function.
• Ensure strict adherence to service level agreements (SLAs), operational targets, and key performance indicators (KPIs).
• Manage incident escalation pathways, troubleshoot technical bottlenecks, and execute rapid service restoration.
• Coordinate seamlessly with regional field teams, IT management, and external vendors to maintain infrastructure uptime.
• Drive process optimizations, automation initiatives, and continuous service improvements across IT operations.
• Oversee quality assurance, performance reporting, and adherence to enterprise security and compliance policies.
• Provide prompt, professional technical assistance and customer support to end‑users across corporate environments.
• Maintain meticulous operational logs, ticket documentation, and asset tracking records.

Required Qualifications & Skills

• Minimum of 3 to 5 years of professional experience in IT operations, technical support, or domain‑specific engineering roles.
• In‑depth technical knowledge and practical expertise relevant to the Floor Deskside & VIP Support domain.
• Strong familiarity with ITIL service management frameworks, ticketing systems, and enterprise support workflows.
• Excellent problem‑solving, analytical, and interpersonal communication skills with a strong customer‑service orientation.
• Mandatory requirement: Must be based in Indonesia and eligible to work on a contract basis.
• Available to join immediately or at short notice.
• Bachelor’s degree in Information Technology, Computer Science, Engineering, or a related technical discipline.
• Proven ability to thrive in a fast‑paced, high‑availability managed service provider (MSP) environment.

Nice‑to‑Have Skills

• Relevant professional certifications such as ITIL Foundation, Cisco CCNA, Microsoft Certified Professional, or domain‑specific credentials.
• Prior experience operating within multinational IT consultancy or large‑scale enterprise outsourcing organizations.
• Bilingual communication proficiency in English and Indonesian (Bahasa Indonesia).
• Experience with advanced monitoring tools, diagnostics utilities, and log analysis frameworks.
• Demonstrated experience supporting multi‑site regional office rollouts and field engineering logistics.

Compensation & Contract

• Salary/Rate: Market Competitive / Contract Standard
• Contract Duration: Contract