IT Support Engineer

PT Impact Power Mandiri; Jakarta Barat; On-site; IDR 66,960,000 - 100,440,000; Full time

Job summary

PT Impact Power Mandiri is seeking an IT support professional to deliver advanced technical assistance across hardware, OS (Windows/macOS), and corporate applications. The role includes provisioning devices, regional asset management, and on-site network support to maintain connectivity.

The candidate will document solutions, log incidents, and escalate where necessary, contributing to regional IT operations and service quality.

Responsibilities

• Advanced Technical Support & Troubleshooting: provide end-to-end hardware, OS, and app issue resolution; escalate to responsible teams as needed.
• Local Asset Management & Logistics: handle IT asset logging, labeling, audits, and reporting within regional scope.
• Vendor Management & Local Escalation: main local contact for ISP and hardware vendors; ensure SLA adherence.
• Network Infrastructure Support: on-site basic checks, cable management, and device power cycling; no deployment responsibility.
• Documentation & Reporting: create knowledge base articles to speed incident resolution.
• Incident Ticket Logging: log and track user incidents in internal ticketing system and prepare for escalation when needed.

Job description

Advanced Technical Support & Troubleshooting: Deliver end-to-end advanced technical support, including troubleshooting hardware malfunctions, operating system issues (Windows & macOS), helping to resolve corporate applications issues by escalating it to the responsible teams, and assisting with regional network connectivity (LAN/Wi-Fi). This includes preparing and provisioning work devices for employees, as well as managing and maintaining office facility systems such as CCTV and access door systems.

Local Asset Management & Logistics: Take full responsibility for IT logistical administration within the regional scope, including local inventory logging, asset labeling/barcoding, executing periodic physical asset audits, and compiling asset reports to the central IT division.

Vendor Management & Local Escalation: Act as the primary local point of contact for managing regional Internet Service Provider (ISP) performance and hardware maintenance vendors, ensuring adherence to agreed Service Level Agreements (SLAs).

Network Infrastructure Support : Provide on-site assistance for the central networking team by performing basic physical checks, cable management, and device power cycles without being responsible for system setup, configuration, or architectural deployment.

Documentation & Reporting: Prepare technical documentation (knowledge base) to streamline regional incident resolution.

Incident Ticket Logging: Proactively log, track, and accurately document all user technical incidents within the internal ticketing platform, ensuring routine tickets are resolved swiftly or properly prepared for escalation to the central IT division.

PT. Impact Power Mandiri is an integrating HR - Consulting and Below the line services, focused on Outsourcing, Recruitment & Consulting, Training, Event, Sampling and Branding. In line with our aggressive growth, we’re seeking dedicated and committed professionals to join our team.