Information Technology Operations Specialist

VLink Inc; Tangerang; On-site; IDR 120,000,000 - 180,000,000; Full time

Job summary

VLink Inc. is seeking an IT Helpdesk/L1 Support specialist to handle incidents, service requests, and user queries from Tangerang. You will manage tickets in Zoho and Odoo and assist with cloud and virtualization tasks using VMware.

The role requires a Bachelor’s degree in CS/IT and at least 1 year of experience in IT support, with strong communication skills and familiarity with Cisco and Palo Alto networks.

Qualifications

• Bachelor's degree in CS/IT or related field.
• At least 1 year in IT Helpdesk / Technical Support.
• Strong IT helpdesk processes and incident resolution methods.
• Excellent written and verbal communication for end-user and stakeholder interactions.
• Hands-on experience with cloud environments and virtualization (VMware).
• Experience using ticketing systems such as Zoho and/or Odoo (SM+).
• Familiarity with enterprise network and firewall platforms (Cisco, Palo Alto).

Responsibilities

• Serve as the first line of IT support (L1) for incidents, service requests, and queries.
• Manage, track, and resolve tickets using Zoho and Odoo.
• Monitor and troubleshoot cloud environments and virtualization (VMware).
• Monitor network and security devices from Cisco and Palo Alto.
• Escalate issues to higher-tier teams with clear documentation.
• Communicate clearly with end-users and teams to maintain high SLA.

Skills

Customer service

Communication

Incident management

Problem solving

Education

Bachelor's degree in CS/IT

Tools

Zoho

Odoo

VMware

Cisco

Palo Alto

SM+

Job description

• Serve as the first line of technical support (L1), handling incoming IT incidents, service requests, and query escalations via ticketing systems.
• Manage, track, and resolve IT tickets efficiently using tools such as Zoho and Odoo within a Service Management environment.
• Perform routine monitoring, troubleshooting, and support for cloud environments and virtualization infrastructure utilizing VMware.
• Monitor network and security parameters across enterprise environments, working on basic configurations and issues involving Palo Alto and Cisco network/security devices.
• Investigate, diagnose, and resolve technical issues independently or route them to higher-tier engineering teams with clear documentation.
• Provide clear, professional, and effective communication to end-users and cross-functional teams to ensure high SLA compliance.

Qualifications

• Minimum Bachelor’s degree (S1) in Computer Science, Information Technology, Information Systems, or a related field.
• Minimum 1 year of professional experience in an IT Helpdesk, Technical Support, or Data Center Operations role (full‑time experience preferred).
• Strong foundational knowledge of IT helpdesk processes, incident resolution methodologies, and systematic problem‑solving techniques.
• Mandatory: Excellent communication skills (written and verbal) for end‑user and stakeholder interactions.
• Hands‑on experience or working knowledge of cloud environments and virtualization technologies (e.g., VMware).
• Practical experience handling ticketing systems, specifically Zoho and/or Odoo (SM+).
• Familiarity or working knowledge of enterprise network and firewall platforms, specifically Cisco and Palo Alto.