IT Helpdesk Technician – Global Support (Jakarta)

Hipra; Jakarta Pusat; Hybrid; IDR 72,000,000 - 108,000,000; Full time

Job summary

HIPRA is seeking an IT Service Desk Technician based in Jakarta, Indonesia to provide technical support to all users on available computer and IT resources. The role involves acting as the first point of contact, performing remote troubleshooting, guiding users through solutions, and escalating complex issues as needed.

Candidates should have 2-4 years in IT support, ideally in a multinational environment. Proficiency with Windows, Microsoft 365, networking basics and a proactive, user-focused

Qualifications

• Degree in Information Technology, Computer Science, or a related field (or equivalent practical experience).
• Minimum 2-4 years of experience in an IT support / helpdesk / desktop support role, preferably in a multinational or multi-site environment.
• Experience supporting users across multiple countries / time zones is preferred.

Responsibilities

• Serve as the first point of contact for users seeking technical assistance
• Perform remote troubleshooting using diagnostic techniques and relevant questioning.
• Determine the most appropriate solution based on the issue and the information provided by users.
• Guide users through the troubleshooting process
• Escalate unresolved issues to the next level of support personnel
• Provide accurate information about IT products and services
• Record incidents, issues, and their resolutions in logs and ticketing systems
• Monitor, follow up, and update user status and information
• Communicate with user feedback and suggestions to the appropriate internal teams
• Identify and recommend potential improvements to procedures and processes
• Provide, configure and maintain end-user workplace devices and equipment
• Comply with standard operating procedures (SOPs)

Skills

Customer focus

Problem solving

Time management

Team player

Education

Bachelor's in IT/CS

Tools

Windows

Microsoft 365

Networking basics

IT security basics

Job description

HIPRA is seeking an IT Service Desk Technician based in Jakarta, Indonesia to provide technical support to all users on available computer and IT resources. The role involves acting as the first point of contact, performing remote troubleshooting, guiding users through solutions, and escalating complex issues as needed.

Candidates should have 2-4 years in IT support, ideally in a multinational environment. Proficiency with Windows, Microsoft 365, networking basics and a proactive, user-focused