IT Operations Support

ATI Business Group; Indonesia; On-site; IDR 44,640,000 - 89,280,000; Full time

Job summary

ATI Business Group is seeking an IT Operations Associate to provide day-to-day IT support for our production environment and internal users. You will help maintain critical infrastructure, troubleshoot issues, and ensure business continuity in a fast-paced setting.

You will work with ITSM tools, uphold ITIL practices, and collaborate on infrastructure projects across BSD, South Tanggerang office. Strong networking and bilingual communication are essential.

Qualifications

• Bachelor's degree required in IT or related field.
• Strong analytical and problem-solving abilities.
• Hands-on networking troubleshooting experience (TCP/IP, DNS, DHCP, VPNs).
• Experience with ITSM ticketing systems (Jira, ServiceNow, Zendesk).
• Knowledge of ITIL incident management.
• Fluent in Bahasa Indonesia and English.
• Certifications such as CCNA/CCNP or MikroTik are a plus.

Responsibilities

• Provide day-to-day IT support for end users.
• Maintain and support critical IT infrastructure (LAN/WAN, servers, firewalls, CCTV, IP telephony, access control).
• Diagnose and resolve moderately complex hardware, software, network issues.
• Manage incidents and requests through ITSM tools following ITIL.
• Monitor system performance and proactively elevate risks.
• Collaborate with internal teams on projects and system implementations.
• Contribute to IT procedures, documentation, and standards.
• Prioritize requests while meeting service levels.

Skills

Analytical skills

Networking troubleshooting

ITSM platforms

ITIL knowledge

Windows/Linux admin

Cloud basics

Documentation

Bahasa Indonesia & English

Education

Bachelor's degree in IT or related field

Tools

Jira Service Management

ServiceNow

Zendesk

VMware

Hyper-V

Windows Server

Linux

AWS

Azure

GCP

Job description

Are you passionate about keeping IT systems running smoothly and ensuring users receive reliable technical support Do you enjoy troubleshooting technical issues, maintaining critical infrastructure, and working in a fast-paced operational environment where no two days are the same

We're looking for an IT Operations Associate to join our IT Operations team. In this role, you'll provide day-to-day IT support for our production environment, helping ensure business continuity by resolving technical issues, maintaining infrastructure, and delivering excellent support to internal users.

Key Responsibilities

• Provide day-to-day IT support for end users, ensuring timely resolution of incidents and service requests
• Maintain and support critical IT infrastructure, including LAN/WAN networks, wireless networks, servers, firewalls, CCTV systems, IP telephony, and access control systems
• Diagnose and resolve moderately complex hardware, software, network, and connectivity issues using established troubleshooting methodologies
• Manage incidents and requests through IT Service Management (ITSM) tools while following ITIL best practices
• Monitor system performance, identify potential issues, and proactively elevate risks to ensure business continuity
• Collaborate with internal teams to support operational projects, infrastructure improvements, and system implementations
• Contribute to the continuous improvement of IT procedures, documentation, and operational standards
• Prioritize multiple support requests while maintaining service quality and meeting operational service levels

Minimum Qualifications

• Bachelor's degree in Information Technology, Computer Science, Information Systems, Computer Engineering, or a related field
• Strong analytical and problem-solving skills, with the ability to diagnose and resolve technical issues independently
• Hands-on experience troubleshooting and configuring networking technologies, including TCP/IP, DNS, DHCP, VPNs, and network devices
• Experience using IT Service Management (ITSM) platforms such as Jira Service Management, ServiceNow, Zendesk, or similar ticketing systems
• Understanding of ITIL principles for incident and request management
• Excellent project and time management skills with the ability to manage changing priorities in a fast-paced environment
• Professional proficiency in both Bahasa Indonesia and English, with strong written and verbal communication skills
• Professional certifications such as Cisco CCNA/CCNP or MikroTik MTCNA/MTCRE/MTCRP
• Experience supporting enterprise IT environments and infrastructure
• Experience administering Windows Server and/or Linux operating systems
• Familiarity with virtualization platforms such as VMware or Hyper‑V
• Exposure to cloud platforms such as AWS, Microsoft Azure, or Google Cloud Platform
• Basic understanding of endpoint security, firewalls, backup, and disaster recovery practices
• Willing to be placed in BSD, South Tanggerang office