IT Support Engineer – End-User Computing & ITIL

RiDiK (a Subsidiary of CLPS. Nasdaq: CLPS); Jawa Timur; On-site; IDR 180,000,000 - 300,000,000; Full time

Job summary

RiDiK Pte Ltd in East Java is seeking an Information Technology Support Engineer to provide Level 2 desktop and hardware support, manage IT assets, and ensure security compliance. The role involves deploying devices, handling Microsoft 365 and VPN issues, and collaborating with global IT teams and external vendors.

The ideal candidate will have strong communication skills, ITIL/ITSM familiarity (ServiceNow or JIRA), and willingness to travel to secondary warehouses as required.

Qualifications

• Strong experience in End-User Computing Desktop Support IT Infrastructure Support.
• Good knowledge of Windows operating systems, Microsoft 365, VPN, and collaboration tools.
• Experience with hardware troubleshooting, device deployment, imaging, and configuration.
• Knowledge of ITSMITIL processes and tools such as ServiceNow or JIRA.
• Understanding of endpoint security, patching, antivirus, encryption, and compliance requirements.
• Experience managing IT assets and hardware software lifecycle.
• Good troubleshooting and problem-solving skills.
• Ability to work independently in an onsite customer environment.
• Strong communication and stakeholder-management skills.
• Ability to collaborate effectively with local and global IT teams and external vendors.
• Flexibility to travel to secondary sites warehouses when required.

Responsibilities

• Provide Level 2 technical support for hardware and software issues across desktops, laptops, mobile devices, and peripherals.
• Diagnose, troubleshoot, and resolve end-user technical incidents and service requests remotely or onsite.
• Deploy, configure, maintain, and troubleshoot desktops, laptops, mobile devices, printers, scanners, and other peripherals.
• Provide application support for Microsoft 365, VPN, collaboration tools, and other standard business applications.
• Perform device imaging, configuration, deployment, replacement, and hardware refresh activities.
• Ensure end-user devices comply with IT security and compliance standards, including antivirus, patching, encryption, and other security controls.
• Maintain accurate hardware and software asset inventory, including lifecycle and license tracking.
• Log, manage, and track incidents, service requests, and changes using ITSM tools such as ServiceNow following ITIL processes.
• Collaborate with network, infrastructure, security, application, and other IT teams to resolve complex issues and support IT projects.
• Support system upgrades, migrations, hardware rollouts, software deployments, and other infrastructure initiatives.
• Coordinate with external vendors and service providers for hardware replacement, software issues, procurement, and technical escalations.
• Provide guidance and basic technical training to end users on IT systems, applications, and security policies.
• Identify recurring issues, process gaps, and operational risks and recommend appropriate solutions or improvements.
• Provide onsite support at secondary sites and warehouses when required by business needs.
• Participate in operational activities and ensure timely resolution of incidents in line with agreed SLA ITIL processes.
• Prepare and submit monthly timesheets as the formal record of services delivered.

Skills

End-User Computing

Desktop Support

Troubleshooting

Communication

Stakeholder Management

Independence

Travel-flexible

Tools

ServiceNow

JIRA

Microsoft 365

VPN

Job description

RiDiK Pte Ltd in East Java is seeking an Information Technology Support Engineer to provide Level 2 desktop and hardware support, manage IT assets, and ensure security compliance. The role involves deploying devices, handling Microsoft 365 and VPN issues, and collaborating with global IT teams and external vendors.

The ideal candidate will have strong communication skills, ITIL/ITSM familiarity (ServiceNow or JIRA), and willingness to travel to secondary warehouses as required.