IT Support Engineer (L1) – Server & Infrastructure (On-site)

Eemont Private Limited; Jakarta Pusat; On-site; IDR 84,000,000 - 144,000,000; Full time

Job summary

Eemont Private Limited is seeking an L1 IT Support Engineer based in Jakarta to provide first-line on-site support for servers, hardware and infrastructure. You will troubleshoot, perform maintenance, and travel to customer locations as required.

You will diagnose hardware faults, assist with warranty claims, RMAs and parts replacements, and coordinate with regional teams to resolve issues while ensuring service tickets are updated and customers are informed.

Qualifications

• Diploma or degree in Information Technology, Computer Science, Engineering, Information Systems or a related discipline.
• Foundational knowledge of computer hardware, servers, operating systems and networking.
• Comfortable handling computer components and learning hardware diagnostics, repair and replacement procedures.
• Attention to detail and structured troubleshooting approach.

Responsibilities

• Provide on-site, first-line support for servers, operating systems, network connectivity and related applications.
• Diagnose hardware faults and perform repairs or component replacements following manufacturer procedures.
• Coordinate warranty claims, RMAs, replacement parts and vendor follow-ups.
• Assist with installation, configuration and maintenance of servers, middleware and application services.
• Perform routine deployments, system checks and maintenance activities.
• Monitor system health and report issues; escalate complex problems to L2 engineers or vendors.
• Maintain service tickets, hardware inventory and operational documentation.
• Travel to customer sites and participate in on-call duties as required.

Skills

Hardware knowledge

Server maintenance

Operating systems

Networking basics

Troubleshooting

Bahasa Indonesia communication

English for tech docs

Education

Diploma or degree in IT/CS/Engineering/IS

Tools

Monitoring tools

Ticketing systems

Warranty/RMA processes

Job description

We are seeking a L1 IT Support Engineer to support server, hardware and infrastructure operations at customer sites. Based in Jakarta, you will provide first-line troubleshooting, perform hardware maintenance and warranty support, and travel to customer locations as required.

Key responsibilities

Provide on-site, first-line support for servers, operating systems, network connectivity and related applications.

Diagnose hardware faults and perform approved repairs or component replacements, including CPUs, motherboards and other server components, following manufacturer procedures.

Coordinate warranty claims, return merchandise authorisation (RMA), replacement parts and vendor follow-ups.

Assist with the installation, configuration and maintenance of servers, middleware and application services.

Perform routine deployments, system checks and approved maintenance activities.

Monitor system health, performance and resource utilisation, and report operational issues.

Investigate incidents, collect logs, document troubleshooting actions and elevate complex issues to L2 engineers or vendors.

Maintain service tickets, hardware inventory, replacement records and operational documentation.

Coordinate with customers, vendors and regional colleagues to resolve issues and fulfil service requests.

Deliver equipment, replacement parts and other items to clients, and assist with miscellaneous operational duties and reasonable ad hoc assignments.

Travel to customer sites, including distant or outlying locations, and participate in scheduled on-call duties when required.

Follow customer-site security requirements, safe equipment-handling practices and change management procedures.

Perform other ad-hoc tasks as assigned.

Requirements

Possess a diploma or degree in Information Technology, Computer Science, Engineering, Information Systems or a related discipline.

Demonstrate foundational knowledge of computer hardware, servers, operating systems and networking.

Be comfortable handling computer components and learning hardware diagnostics, repair and replacement procedures.

Display attention to detail, a structured troubleshooting approach and a strong sense of responsibility.

Communicate effectively in Bahasa Indonesia, with working English proficiency for technical documentation and regional coordination.

Be based in, or able to work from, Jakarta, and be willing to travel to distant customer locations, including overnight travel when required.

Be physically capable of carrying out on-site duties, including moving, lifting and installing IT equipment with appropriate assistance and handling tools.

Show flexibility in supporting deliveries, miscellaneous operational tasks and changing service priorities.

Take ownership and initiative, coordinating and completing reports and tasks

Willingness to take on ad-hoc duties.

Preferred experience

Previous experience in IT support, server maintenance, hardware repair or field service.

Exposure to Windows Server, Linux, virtualisation, monitoring or ticketing tools.

Familiarity with warranty claims, RMA processes and server component replacement.