It Helpdesk & Support Specialist (Overtime Open)

Pt. Agrinesia Raya; Sidoarjo; Remote; IDR 66,960,000 - 111,600,000; Full time

Benefits offered by this job

Fully remote work

Competitive salary

Professional development & certs

Internet reimbursement

Flexible hours

Job summary

Pt. Agrinesia Raya is hiring a Remote IT Support Specialist to join its global support team. The role focuses on providing first-level technical assistance for hardware, software, and network issues from a home office.

You will diagnose, troubleshoot, and resolve common problems, while documenting interactions and contributing to knowledge bases to improve user experience. A strong remote-work setup and excellent communication are essential.

Qualifications

• Proven experience in an IT support or help desk role.
• Excellent knowledge of computer hardware, Windows and macOS.
• Familiarity with TCP/IP, DNS, DHCP and basic networking.

Responsibilities

• Provide first-level technical support via phone,email,chat for hardware, software, and network issues.
• Diagnose and resolve hardware/software issues, escalate complex problems as needed.
• Install, configure, and troubleshoot operating systems and desktop applications.
• Assist users with account management, password resets, and access permissions.
• Document all support interactions in the helpdesk system.
• Create and maintain technical docs, FAQs, and knowledge base articles.
• Guide users with problem-solving steps and clear instructions.
• Manage IT support tools and remote access software.
• Stay updated with IT trends and best practices.
• Identify opportunities to improve user experience and support processes.

Skills

IT support

Hardware & OS

Networking basics

Troubleshooting

Remote communication

Ticketing tools

Certification desirable

Education

CompTIA A+/Network+ (desirable)

Tools

Remote desktop tools

Ticketing system (e.g., Zendesk)

Job description

Remote IT Support Specialist – Technical Assistance

About the Role

Our client, a rapidly expanding tech solutions provider, is seeking a dedicated and technically adept Remote IT Support Specialist to bolster their global support team. This is a fully remote position, offering the flexibility to work from your home office while providing essential technical assistance to our diverse client base.

Key Responsibilities

• Provide first‑level technical support to users via phone, email, and chat for hardware, software, and network issues.
• Diagnose and resolve technical hardware and software issues, escalating complex problems to senior support staff when necessary.
• Install, configure, and troubleshoot operating systems, applications, and other desktop software.
• Assist users with account management, password resets, and access permissions.
• Document all support interactions, resolutions, and recurring issues in the helpdesk system.
• Create and maintain technical documentation, FAQs, and knowledge base articles for end‑users and support staff.
• Guide users through problem‑solving processes and provide clear, concise instructions.
• Manage and maintain IT support tools and remote access software.
• Stay up‑to‑date with the latest IT trends, technologies, and best practices.
• Proactively identify opportunities to improve user experience and IT support processes.

Requirements

• Proven experience in an IT support or help desk role.
• Strong knowledge of computer hardware, operating systems (Windows, macOS), and common software applications.
• Familiarity with network concepts (TCP/IP, DNS, DHCP) and troubleshooting.
• Excellent problem‑solving, analytical, and critical thinking skills.
• Exceptional communication and interpersonal skills, with the ability to explain technical issues clearly to non‑technical users.
• Proficiency in using remote support tools and ticketing systems.
• Ability to work independently and manage time effectively in a remote setting.
• Relevant IT certification (e.g., CompTIA A+, Network+) is highly desirable.
• Demonstrated ability to handle stressful situations calmly and professionally.
• Dedicated home office setup with reliable high‑speed internet connectivity.

Benefits

• Competitive salary and comprehensive benefits package.
• Fully remote work arrangement with flexible hours.
• Opportunities for professional development and certifications.
• Access to modern IT support tools and resources.
• A collaborative and supportive virtual team environment.
• Paid time off and holidays.
• Opportunities for career advancement within the IT department.
• Home office equipment and internet reimbursement.
• Regular virtual team meetings and social events.