IT Operations

PT Indocyber Global Teknologi; Jakarta Selatan; On-site; IDR 66,960,000 - 111,600,000; Full time

Job summary

PT Indocyber Global Teknologi seeks an IT Support professional to monitor IT infrastructure, troubleshoot incidents, respond to alerts, and manage tickets. You will assist with user accounts, access requests, and routine maintenance under established procedures.

The role requires a Bachelor’s degree in IT or related field and 1–3 years of experience in IT support or technical helpdesk. Shift-based work and on-call coverage may be required.

Qualifications

• Bachelor’s degree in Information Technology, Computer Science, Information Systems, or related field.
• 1–3 years in IT Support, IT Operations, Helpdesk, or Technical Support.
• Experience with Level 1 IT/Application Support and user issues.
• Shift-based or operational support experience preferred.
• Familiarity with ITSM processes and ticketing systems.

Responsibilities

• Monitor IT infrastructure, systems, applications, and network services for availability and performance.
• Perform first-level troubleshooting and resolution of IT incidents and service requests.
• Respond to alerts and operational issues promptly.
• Escalate complex issues to L2/L3 teams or vendors as needed.
• Maintain documentation of incidents, troubleshooting steps, and resolutions.
• Support user accounts, access requests, and password resets.
• Handle IT tickets through the ITSM system and prepare incident summaries.

Skills

Customer service

Communication skills

Analytical thinking

Documentation skills

Multi-tasking

Education

Bachelor’s degree in IT or related field

Tools

ITSM tools

Job description

• Monitor IT infrastructure, systems, applications, and network services to ensure availability and performance


• Perform first-level troubleshooting and resolution of IT incidents and service requests


• Respond to alerts, system notifications, and operational issues in a timely manner


• Escalate unresolved or complex technical issues to L2/L3 teams or relevant vendors


• Perform routine system health checks and operational monitoring


• Assist with user account management, access requests, password resets, and basic permission issues


• Monitor and manage IT tickets through the IT Service Management (ITSM) system


• Maintain accurate documentation of incidents, troubleshooting steps, resolutions, and operational procedures


• Execute standard operational procedures, scheduled tasks, and routine maintenance activities


• Support backup monitoring and verify the completion and status of scheduled backups


• Assist with system deployment, configuration, patching, and basic maintenance activities under established procedures


• Follow IT security policies, access control procedures, and company IT standards


• Participate in incident management and provide timely updates on ongoing issues


• Prepare basic operational reports, incident summaries, and system monitoring reports


• Participate in shift operations, on-call support, or after-hours monitoring when required


• Continuously improve operational processes, documentation, and troubleshooting procedures

Job Description

• Monitor IT infrastructure, systems, applications, and network services to ensure availability and performance


• Perform first-level troubleshooting and resolution of IT incidents and service requests


• Respond to alerts, system notifications, and operational issues in a timely manner


• Escalate unresolved or complex technical issues to L2/L3 teams or relevant vendors


• Perform routine system health checks and operational monitoring


• Assist with user account management, access requests, password resets, and basic permission issues


• Monitor and manage IT tickets through the IT Service Management (ITSM) system


• Maintain accurate documentation of incidents, troubleshooting steps, resolutions, and operational procedures


• Execute standard operational procedures, scheduled tasks, and routine maintenance activities


• Support backup monitoring and verify the completion and status of scheduled backups


• Assist with system deployment, configuration, patching, and basic maintenance activities under established procedures


• Follow IT security policies, access control procedures, and company IT standards


• Participate in incident management and provide timely updates on ongoing issues


• Prepare basic operational reports, incident summaries, and system monitoring reports


• Participate in shift operations, on-call support, or after-hours monitoring when required


• Continuously improve operational processes, documentation, and troubleshooting procedures

Minimum Qualifications

• Bachelor’s degree in Information Technology, Computer Science, Information Systems, or a related field


• 1–3 years of experience in IT Support, IT Operations, Helpdesk, Application Support, or Technical Support


• Experience in Level 1 (L1) IT/Application Support, particularly in handling user complaints and technical issues


• Experience supporting banking applications or financial technology (FinTech) systems is preferred


• Willing to work in a shift-based or operational support environment


• Strong ability to perform initial troubleshooting, issue identification, and basic problem resolution


• Experienced in handling and monitoring user complaints, incidents, service requests, and support tickets


• Ability to perform incident categorization, prioritization, escalation, and follow-up to ensure timely resolution


• Basic understanding of API concepts, application integration, and system connectivity is preferred


• Able to coordinate effectively with L2/L3 support, application teams, infrastructure teams, and relevant business/users for issue resolution


• Familiarity with IT Service Management (ITSM) processes, including Incident Management and Service Request Management


• Experience using ticketing/helpdesk tools and maintaining proper incident documentation


• Good analytical and problem-solving skills, with attention to detail when investigating application issues


• Strong communication skills, both written and verbal, with a customer/user-oriented approach


• Able to work under pressure and handle multiple incidents or user complaints simultaneously


• Good documentation skills and ability to prepare incident reports, issue logs, and operational updates

Unlock job insights

Hirer responsiveness Salary match Number of applicants

Information Technology Services 101-1,000 employees

Indocyber established in 2001 that focuses in providing IT Services and Digital Marketing for its enterprise clients in retail and financial services industries.

Our Group Companies have engaged with technology leaders such as Oracle, Microsoft, IBM, SAP, K2, Tibco, Lenddo, Pitney Bowes and Indonesia telco carrier leader Telkomsel.

Our main services included:

Managed Services

Custom Solution

Business Process Management

IoT

We believe that IT business is our way of reaching our mission: "To become one of the best IT Company in Indonesia with Integrity, Attitude and Discipline."

Indocyber established in 2001 that focuses in providing IT Services and Digital Marketing for its enterprise clients in retail and financial services industries.

Our Group Companies have engaged with technology leaders such as Oracle, Microsoft, IBM, SAP, K2, Tibco, Lenddo, Pitney Bowes and Indonesia telco carrier leader Telkomsel.

Our main services included:

Managed Services

Custom Solution

Business Process Management

IoT

We believe that IT business is our way of reaching our mission: "To become one of the best IT Company in Indonesia with Integrity, Attitude and Discipline."