IT Service Engineer

PT Smoore Technology Indonesia; Pandaan; On-site; IDR 78,120,000 - 133,920,000; Full time

Job summary

PT Smoore Technology Indonesia is seeking an experienced IT Support Specialist to diagnose and resolve hardware, software, and peripheral issues for a 50-user environment. You will maintain Windows 10/11 stability and office apps, and ensure timely ticket resolution.

The role requires 3+ years in corporate IT support, familiarity with ITIL or ITSM tools, and strong analytical skills. English working language; Mandarin skills are a plus.

Qualifications

• Bachelor’s degree in Information Technology, Computer Science or related field.
• Minimum 3 years IT support experience in a mid-sized corporate environment.
• Experience supporting at least 50 endpoints/users.
• Familiarity with ITIL practices or ITSM ticketing systems.

Responsibilities

• Resolve end-user technical issues: diagnose, troubleshoot, and resolve hardware, software, and peripheral faults.
• Maintain system and software stability: install and configure Windows 10/11 and standard office apps.
• Meet SLAs: deliver IT support with defined response times and resolution rates.
• Manage ticket lifecycle: track, document, and close issues in the ticketing system.
• Collaborate on team goals: liaise with cross-functional teams to keep IT environment secure.

Skills

IT Troubleshooting

Windows OS

ITIL

Ticketing Systems

Analytical Thinking

English Proficiency

Education

Bachelor's degree in IT/CS

Tools

ITSM Ticketing System

Job description

Resolve end-user technical issues: Diagnose, troubleshoot, and resolve hardware, software, and peripheral faults for printers, surveillance , access control systems.,desktop and laptop environments.

Maintain system and software stability: Install, configure, and optimize Windows 10/11 operating systems and standard office applications to ensure seamless daily operations.

Meet service level agreements (SLAs): Deliver high-quality IT support in strict accordance with established SLA response times and resolution rates.

Manage ticket lifecycle: Actively track, document, and close technical issues within the ticketing system to ensure a high rate of user satisfaction.

Collaborate on team goals: Partner effectively with cross-functional teams to maintain a reliable and secure corporate IT environment.

Education: Bachelor’s degree or above in Information Technology, Computer Science, or a closely related field.

Work Experience: Minimum of 3 years of IT support experience in a mid-sized corporate environment supporting at least 50 endpoints/users.

Technical Frameworks: Familiarity with ITIL best practices or hands-on experience using professional IT service management (ITSM) ticketing systems is highly preferred.

Core Competencies: Strong logical thinking and analytical skills to quickly isolate software conflicts, driver issues, and hardware malfunctions.

Soft Skills: User-oriented service mindset.Proficiency in English as a working language is required; Mandarin speaker or the Chinese language starter is preferred.

MOORE is an international group with strong R&D capabilities and advanced manufacturing capacity. Since our founding in 2009, guided by the mission “Atomization Makes Life Better”, SMOORE has rapidly grown into a global leader in atomization technology solutions and one of the world’s largest manufacturers of electronic atomization devices. The company was listed on the Hong Kong Stock Exchange in 2020 (HK: 06969）。

SMOORE Indonesia began in late 2021. To date, we operate three manufacturing bases and one R&D center in East Java.

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