Helpdesk Engineer - IT (Medan, Contract - based)

Shopee; Kota Medan ᯔᯩᯑᯉ᯲; On-site; IDR 120,000,000 - 180,000,000; Full time

Job summary

Shopee Medan is seeking a skilled IT Support Specialist to oversee day-to-day technical support for end-users, ensuring optimal computer and network performance. You will troubleshoot complex issues, maintain documentation, and manage IT assets with active vendor relationships.

The role requires 3–5 years in IT service delivery, strong Windows/macOS proficiency, network monitoring, and excellent English communication.

Qualifications

• Bachelor's degree in Computer Science, Information Technology, or a related quantitative domain.
• 3–5 years of experience in IT service delivery, helpdesk operations, and technical support.
• Proficient in configuring, diagnosing, and maintaining computer hardware and software.
• Experience with Windows and macOS environments.
• Experience in network monitoring, anti-virus management, and server backup troubleshooting.
• Strong IT asset tracking, vendor coordination, and documentation management.
• Excellent verbal and written English communication, with strong analytical and troubleshooting skills.
• Collaborative mindset to work with cross-functional teams and stakeholders.

Responsibilities

• Manage day-to-day technical support operations for end-users.
• Troubleshoot complex end-user application issues and update internal docs.
• Coordinate IT asset management and maintain vendor relationships.
• Monitor local office network to enforce security protocols and AV deployments.
• Provide first-level troubleshooting for server backups and ongoing system monitoring

Skills

IT support

Windows

macOS

Network monitoring

Virus management

Asset tracking

Technical documentation

English fluency

Communication

Analytical skills

Collaboration

Ownership

Adaptability

Education

Bachelor's degree in Computer Science, IT, or related field

Job description

Job Description

• Manage day-to-day technical support operations for end-users to ensure optimal performance of computers, network devices, and printers
• Troubleshoot and resolve complex end-user application issues while maintaining and updating internal technical support documentation
• Coordinate end-to-end IT asset management operations, ensuring precise inventory tracking and maintaining active vendor relationships
• Monitor local office network infrastructure to enforce company IT security protocols and oversee anti-virus deployments
• Execute first-level troubleshooting for scheduled server backups and perform ongoing system monitoring to deliver accurate performance reports

Requirements

• Bachelor's degree in Computer Science, Information Technology, or a related quantitative domain
• Minimum of 3 years and maximum of 5 years of experience in IT service delivery, helpdesk operations, and technical support
• Proven technical proficiency in configuring, diagnosing, and maintaining computer hardware, software, and both Windows and macOS environments
• Solid experience in local network infrastructure monitoring, anti-virus management, and first-level server backup troubleshooting
• Strong background in IT asset tracking, vendor coordination, and internal technical documentation management
• Excellent verbal and written communication skills with fluency in English to engage effectively with corporate business partners
• Exceptional analytical and troubleshooting capabilities to resolve technical challenges efficiently
• Strong interpersonal and collaboration skills to coordinate seamlessly with cross-functional stakeholders at all levels
• Proactive mindset and strong ownership to manage recurring support deliverables independently
• High adaptability and agility to navigate evolving operational priorities in a dynamic, fast-paced environment