IT Operation Engineer

PT Astra Graphia Information Technology; Indonesia; Remote; IDR 66,960,000 - 111,600,000; Full time

Job summary

PT Astra Graphia Information Technology is seeking IT Operation Engineers to support reliable, secure, and high-performing technology services across operational sites in Indonesia. You will monitor stations, desktops, endpoints, displays, and network devices while providing responsive support.

The role covers incident response, troubleshooting, software deployment, access management, and ITSM documentation.

Qualifications

• 1–2 years of IT operations or support experience; 2 years preferred; senior roles ~5 years.
• Strong troubleshooting across PCs, notebooks, displays, printers, networks, and software.
• Proficiency in Windows and Microsoft 365; familiarity with monitoring tools and ITSM workflows.
• ITIL Foundation certification is required or preferred for senior positions.
• Excellent written and verbal communication and stakeholder management.

Responsibilities

• Monitor the availability and condition of operational systems, computers, endpoints, displays, network devices, and supporting infrastructure.
• Perform first-level incident response, diagnosis, recovery, reconfiguration, and troubleshooting for hardware, software, connectivity, network, power, and peripheral issues.
• Support Locotrack, PIDS, LAN, Wi-Fi, internet connectivity, Microsoft applications, and other business/productivity systems.
• Provide remote and on-site technical assistance, including device installation, configuration, replacement, commissioning, and new-user setup.
• Carry out preventive and corrective maintenance, inspect cables and equipment, identify potential failures, and coordinate repairs or replacements.
• Manage service requests, IT helpdesk tickets, user access, password resets, software deployment, security checks, backup and recovery activities, and asset records as required.
• Escalate complex issues to Level 2/3 teams or vendors, coordinating follow-up until services return to normal.
• Document incidents, root causes, maintenance activities, handovers, and solutions in ITSM systems and knowledge bases.
• Support meetings, video conferences, events, projects, upgrades, site openings, relocations, and technology improvement initiatives.
• For senior-level roles, conduct advanced diagnostics, root cause analysis, change and problem management support, service reporting, and mentoring for junior engineers.

Skills

IT operations

Windows & Office

Networking basics

ITIL Foundation

English communication

Education

SMK in Computer Engineering or related

Tools

Monitoring tools

ITSM workflows

Asset management systems

Job description

IT Operation Engineer

Job Summary

PT. Astra Graphia Information Technology is seeking IT Operation Engineers to support reliable, secure, and high-performing technology services across operational sites and user environments. You will monitor and maintain station technology—including Locotrack and Passenger Information Display Systems (PIDS)—while providing responsive desktop, endpoint, network, and application support. This role is available across Jakarta, Bandung, Cirebon, Semarang, Madiun,
Jember, Medan, Palembang, Bandar Lampung, Yogyakarta, depending on business requirements.

Main Responsibilities

• Monitor the availability and condition of operational systems, computers, endpoints, displays, network devices, and supporting infrastructure.
• Perform first-level incident response, diagnosis, recovery, reconfiguration, and troubleshooting for hardware, software, connectivity, network, power, and peripheral issues.
• Support Locotrack, PIDS, LAN, Wi-Fi, internet connectivity, Microsoft applications, and other business or user productivity systems.
• Provide remote and on-site technical assistance, including device installation, configuration, replacement, commissioning, and new-user setup.
• Carry out preventive and corrective maintenance, inspect cables and equipment, identify potential failures, and coordinate repairs or replacements.
• Manage service requests, IT helpdesk tickets, user access, password resets, software deployment, security checks, backup and recovery activities, and asset records as required.
• Escalate complex issues to Level 2/Level 3 teams or vendors, while coordinating follow-up until services return to normal.
• Prioritize incidents according to business impact and ensure response and resolution meet agreed SLA targets.
• Document incidents, root causes, maintenance activities, handovers, and solutions in ITSM systems and knowledge bases.
• Support meetings, video conferences, events, projects, upgrades, site openings, relocations, and technology improvement initiatives.
• For senior-level roles, conduct advanced diagnostics, root cause analysis, change and problem management support, service reporting, and mentoring for junior engineers.

Qualifications

Education

• Minimum Vocational High School (SMK) in Computer Engineering, Informatics Engineering, or a related field for junior and operational support roles

Skills & Experience

• At least 1 year of relevant IT operations or support experience; 2 years is preferred. Senior applicants should have approximately 5 years of experience.
• Strong troubleshooting skills across computers, notebooks, printers, displays, peripherals, operating systems, applications, LAN/Wi-Fi, and network connectivity.
• Proficiency in Microsoft Windows and Microsoft Office/Microsoft 365; familiarity with monitoring tools, endpoint support, and ITSM workflows is advantageous.
• Knowledge of hardware and software installation, configuration, maintenance, security patching, asset tracking, and incident documentation.
• Excellent written and verbal communication, collaboration, negotiation, presentation, and stakeholder-management skills.
• Responsive, service-oriented, detail-focused, and comfortable providing on-site support or working in operational environments.
• ITIL Foundation certification is required or preferred for senior-level positions. English communication skills are an advantage.

Why Join Us

• Contribute to technology operations that support essential customer-facing and transportation services.
• Build broad expertise across infrastructure, end-user support, service management, and enterprise technology environments.