IT Helpdesk

PT SINAR MANDALA TEKNOLOGI; Denpasar Barat; On-site; IDR 78,120,000 - 122,760,000; Full time

Benefits offered by this job

Competitive pay

Certification support

Career development

Job summary

PT Sinar Mandala Teknologi is seeking an IT Helpdesk professional in Denpasar Barat, Bali. You will be the first point of contact for technical support, resolving hardware and software issues, guiding users, and maintaining ticket records.

The role requires a high school diploma, plus IT qualifications or certifications are a plus. You will handle account management tasks and contribute to knowledge base improvements while supporting service levels and data protection policies.

Qualifications

• High school diploma or equivalent is required; IT certifications are advantageous.
• Experience in IT helpdesk or technical support is preferred (1–2+ years).
• Strong knowledge of Windows and macOS, plus basic network troubleshooting.

Responsibilities

• Respond promptly to IT support requests via phone, email, and ticketing systems.
• Diagnose and troubleshoot hardware, software, and network issues for end users.
• Provide clear guidance to users on IT systems and problem resolution.
• Document and log all support tickets with accurate details and resolutions.
• Perform basic system administration: user accounts, password resets, software installs.
• Escalate complex issues to senior IT staff when needed.
• Maintain IT equipment inventory and assist with setup.
• Update knowledge base and troubleshooting guides.

Skills

Customer-focused

Windows OS

macOS

Networking basics

Ticketing systems

Indonesian/English fluency

Education

High school diploma or equivalent

IT certifications (CompTIA A+, Microsoft Certified Associate)

Tools

Ticketing systems

Asset management

Job description

About us

PT Sinar Mandala Teknologi is a forward-thinking technology company committed to delivering innovative IT solutions and exceptional customer support. We pride ourselves on building a collaborative environment where our team members are empowered to excel and make a real impact on our clients' success. Our mission is to provide reliable, efficient, and cutting-edge technology services that help businesses thrive in an increasingly digital world.

About the role

We are seeking a dedicated and customer-focused IT Helpdesk professional to join our support team in Denpasar Barat, Bali. This is a full-time position that plays a crucial role in maintaining our clients' IT infrastructure and ensuring their systems run smoothly. As an IT Helpdesk team member, you will be the first point of contact for technical support requests, providing prompt and professional assistance to resolve issues and maximise user productivity. This role is essential to our service delivery and directly impacts customer satisfaction and business continuity.

What you’ll be doing

Respond promptly to IT support requests via phone, email, and ticketing systems, providing first-line technical assistance

Diagnose and troubleshoot hardware, software, and network-related issues for end users

Provide clear and professional guidance to users on using IT systems and resolving common technical problems

Document and log all support tickets accurately, maintaining detailed records of issues and resolutions

Perform basic system administration tasks, including user account management, password resets, and software installations

Escalate complex technical issues to senior IT staff or specialists when necessary

Maintain IT equipment inventory and assist with hardware distribution and setup

Contribute to IT knowledge management by updating documentation and troubleshooting guides

Follow company policies and procedures for IT security and data protection

Proactively identify opportunities to improve IT support processes and user experience

What we’re looking for

High school diploma or equivalent; relevant IT qualifications such as CompTIA A+, Microsoft Certified Associate, or similar certifications are advantageous

Proven experience in IT helpdesk or technical support environment, preferably for 1-2 years or more

Strong knowledge of Windows and/or macOS operating systems, including troubleshooting common issues

Familiarity with networking fundamentals, including TCP/IP, DNS, and basic network troubleshooting

Experience with IT ticketing and asset management systems

Excellent communication and interpersonal skills with the ability to explain technical concepts to non-technical users

Strong problem-solving abilities and logical thinking approach to diagnosing technical issues

Ability to work calmly and effectively under pressure whilst managing multiple support requests

Professional attitude with a customer-focused mindset

Fluency in Indonesian and English languages, both written and verbal

Reliability and punctuality with a commitment to meeting service level agreements

willingness to learn new technologies and expand IT knowledge continuously

What we offer

At PT Sinar Mandala Teknologi, we value our employees and are committed to their professional growth and wellbeing. We offer competitive compensation packages aligned with industry standards, opportunities for career development through ongoing training and certification support, and a supportive work environment that encourages collaboration and innovation. Additional benefits include access to professional development programmes, a positive workplace culture, and the chance to work with cutting-edge technology. We recognise the importance of work-life balance and strive to create a workplace where our team members can thrive both professionally and personally.