IT Application Support Specialist | Fast-Paced Helpdesk

PT Datacaraka Solusindo; Jakarta Utara; On-site; IDR 89,280,000 - 133,920,000; Full time

Job summary

PT Datacaraka Solusindo in Jakarta seeks an IT Application Support professional to join the technology team on a contract basis. You will provide frontline assistance to users, diagnose issues in web-based and desktop environments, and document all incidents in the ticketing system.

You will install, configure, and deploy applications, monitor systems, and guide users on best practices while maintaining a high level of customer service.

Qualifications

• Proven experience in IT helpdesk support or application support roles, preferably within a fast-paced IT environment.
• Strong exposure and experience in maintaining web-based system using .NET Framework, HTML, IIS, and MSSQL
• Experience in SSIS will be an advantage
• Strong troubleshooting skills with the ability to diagnose and resolve technical issues independently
• Knowledge of common operating systems, including Windows and potentially Linux
• Familiarity with IT ticketing and remote support systems
• Excellent communication skills with the ability to explain technical concepts to non-technical users
• Ability to work independently and as part of a team in a collaborative environment
• Problem-solving mindset with strong attention to detail
• Proficiency in English, both written and spoken, is essential
• Indonesian language skills are advantageous
• Relevant IT certifications such as CompTIA A+, Microsoft Certified Associate, or equivalent qualifications are preferred
• Experience with specific applications or enterprise software solutions would be beneficial
• Customer service orientation with patience and a commitment to user satisfaction

Responsibilities

• Provide first-line technical support to end users via phone, email, and ticketing systems, addressing application and IT infrastructure issues
• Troubleshoot and resolve software application problems, including diagnosing errors, identifying root causes, and implementing solutions
• Document all support incidents accurately in the ticketing system, maintaining detailed records of issues and resolutions
• Escalate complex technical issues to senior technical staff or development teams when necessary, ensuring proper handoff and follow-up
• Assist with the installation, configuration, and deployment of applications and software updates
• Perform routine maintenance tasks including system monitoring, log reviews, and preventative troubleshooting
• Provide user training and guidance on application features, functionality, and best practices
• Maintain a professional attitude and professional communication with users at all times, ensuring excellent customer service standards
• Collaborate with IT teams to identify recurring issues and contribute to continuous improvement initiatives
• Meet performance metrics including response times, resolution times, and user satisfaction ratings

Skills

Helpdesk experience

Troubleshooting

Ticketing systems

English fluency

Windows OS

Remote support

Communication skills

Teamwork

Education

CompTIA A+

Microsoft Certified Associate

Tools

.NET Framework

HTML

IIS

MS SQL

SSIS

Job description

PT Datacaraka Solusindo in Jakarta seeks an IT Application Support professional to join the technology team on a contract basis. You will provide frontline assistance to users, diagnose issues in web-based and desktop environments, and document all incidents in the ticketing system.

You will install, configure, and deploy applications, monitor systems, and guide users on best practices while maintaining a high level of customer service.