IT Engineer, Operations

Aspire Lifestyles Indonesia; Jakarta Utara; On-site; IDR 498.421.000 - 747.633.000; Full time

Job summary

A leading IT service provider in Jakarta is seeking an experienced IT Support Specialist to oversee end-user support operations and manage IT governance. The ideal candidate will have over 5 years of experience in supporting complex IT environments, ensuring timely resolutions and adherence to service standards. A strong understanding of IT service management and hands-on technical skills is essential for this role.

Qualifications

• 5+ years of experience in supporting international networks and software.
• Proven background in IT, particularly in a fast-paced Windows network environment.

Responsibilities

• Oversee end-user IT support operations, ensuring timely resolution of incidents.
• Standardize IT support processes for consistent employee experience.
• Monitor and control IT team expenses for productive service delivery.

Skills

Interpersonal and communication skills

Knowledge of computer and networking software

Ability to install and configure personal computers

Troubleshooting skills

Understanding of IT Service Management

Understanding of IoT and IT trends

Job description

The overall purpose of the job is to provide timely and effective IT support to employees, focusing on end-user devices and associated software, including Microsoft operating systems and Office applications. The role involves partnering with the business to manage IT expectations, being on standby to support the business, and ensuring that incidents and requests assigned by the Service Desk are handled appropriately.

Key Responsibilities

IT Support Operations

• Oversee all end-user IT support operations within Indonesia, championing a 'customer-first' approach to ensure timely and effective resolution of incidents and service requests in alignment with SLAs and support for 24/7 operations
• Analyze local support metrics to identify trends, anticipate future needs, and implement strategies for continuous service improvement and ticket reduction.
• Standardize and enhance IT support processes, including employee onboarding and offboarding, to ensure consistent and efficient experience across all departments.
• Act as the primary escalation point for complex technical issues that cannot be resolved by frontline support teams.
• Manage the full lifecycle of IT assets (hardware and software) in Indonesia, maintaining accurate traceability and compliance with company standards.
• Monitor and control IT team’s general and administrative expenses, promoting cost-effective and productive service delivery.
• Collaborate with HR to support employee onboarding/offboarding, including laptop/desktop setup and IT induction sessions.
• Administer IT systems setup and configuration, including file access control, VPN setup, and specialized software support.
• Provide helpdesk support to all Indonesia-based employees, including remote users, for PC issues, office printers, phone systems, and network-related concerns.
• Oversee ticket assignment and prioritization for the Indonesia support team, ensuring efficient resolution and workload management.
• Troubleshoot and resolve issues related to Exchange servers, file servers, application servers, and hardware.
• Configure and troubleshoot network infrastructure, including firewalls, routers, and switches.
• Coordinate with local vendors for hardware/software procurement, quotations, and system tool recommendations. Manage escalations and solutions related to vendor-supported IT issues.

Infrastructure, Network & Security Responsibilities

• Collaborate with Group Networking and Information Security teams to implement and maintain a secure and resilient network architecture within Indonesia.
• Ensure regular execution and verification of system maintenance activities, including server backups, patching, and health checks.
• Monitor and analyze server, router, and firewall logs, promptly flagging and escalating any abnormal activities.
• Drive adherence to corporate information security policies and standards, ensuring all systems are secure and compliant.
• Conduct regular updates of antivirus tools and Windows system patches to maintain endpoint security.
• Oversee the development, implementation, and annual testing of Business Continuity Plans (BCP) and Disaster Recovery (DR) plans for Indonesia operations.
• Support internal and external technology audits by coordinating with relevant teams to fulfill audit requests and remediate findings.
• Ensure server room environmental conditions (temperature and humidity) are consistently monitored and maintained.

IT Governance and Direction

• Manage all IT-related records for update or renewal (contracts, agreements, software authorizations)
• Ensure update and business conform to on IT regional and corporate guidelines
• Work on yearly IT Budgeting and quarterly review
• Conduct and participate in IT audits for customers, internal purposes, ISO27001, and PCIDSS compliance.
• Manage and participate in IT DRP, BCP, and maintenance from planning to execution.
• Participate and support on IT related projects management.
• Assist the Site Manager in Indonesia with real estate and facilities support, including coordination of IT infrastructure for office space planning, moves, and upgrades.
• Provide support for ad-hoc assignments and IT-related projects as assigned by the manager.

Required Skills and Knowledge

• Strong interpersonal and communication skills and the ability to work effectively with a wide and diverse community.
• Good knowledge and understanding of a range of computer and networking software and hardware systems and related technologies.
• Ability to install, configure, and maintain personal computers, and/or related hardware and software.
• Troubleshoot systems, and applications to identify and correct malfunctions and other operational difficulties.
• Understanding of IT Service Management
• Understanding in IP Contact Centre and operations.
• Understanding in latest IoT, IT trends and information technology.

Required Work Experience

• Minimum 5 years of experience in supporting international networks, software, and hardware, preferably within the service industry.
• Proven background in IT with at least 5 years working in a fast-paced, complex Windows network environment.

We are an equal opportunities employer and welcome applications from all qualified candidates. We are committed to providing a work environment that is free from discrimination and harassment, and where all employees are treated with respect and dignity.