IT Support Engineer (Shifting)

PT Lawencon Internasional; Jakarta Pusat; On-site; IDR 144,000,000 - 240,000,000; Full time

Job summary

PT Lawencon Internasional, based in South Jakarta area, seeks a hands-on IT Operations Lead to oversee daily IT delivery and guide a small team. You will monitor networks, troubleshoot issues, and ensure adherence to SLAs and SOPs while coordinating with internal stakeholders.

You will drive documentation, reporting, and continuous improvement of IT operational processes to enhance reliability and user satisfaction. Indonesian market familiarity is a plus.

Qualifications

• Leadership to manage and motivate a team.
• Strong grasp of IT operations and service delivery.
• Fundamental network connectivity concepts and devices.
• Proficient in troubleshooting network, hardware, software, and IT applications.
• Experience documenting incidents, resolutions, and lessons learned.
• Clear and proactive communication with stakeholders.

Responsibilities

• Coordinate daily IT operations to ensure smooth, reliable service delivery.
• Lead the operational team and assign tasks per SOPs.
• Monitor network connectivity and IT infrastructure to maintain stability.
• Provide technical support and troubleshoot IT issues across devices and software.
• Identify, analyze, and escalate complex problems as needed.
• Ensure incidents and service requests meet SLAs and SOPs.
• Coordinate with internal teams to support IT requirements and resolve issues.
• Maintain accurate incident and process documentation.

Skills

Leadership

IT Operations

Network operations

Troubleshooting

Documentation

Communication

Independent work

Education

Diploma (D3) in IT

Job description

• Coordinate daily IT operational activities to ensure smooth, reliable, and efficient service delivery.
• Manage the operational team, ensuring tasks and responsibilities are carried out effectively in accordance with established procedures.
• Monitor network connectivity, IT infrastructure, computer devices, and supporting applications to maintain operational stability.
• Provide technical support and troubleshooting for network, hardware, software, and other IT-related issues.
• Identify, analyze, and resolve technical issues, as well as elevate complex problems to the relevant teams when necessary.
• Ensure all IT incidents and service requests are handled promptly and in accordance with established Service Level Agreements (SLAs) and Standard Operating Procedures (SOPs).
• Coordinate with internal teams and relevant stakeholders to support IT operational requirements and resolve technical issues.
• Maintain accurate documentation of incidents, troubleshooting activities, resolutions, and operational reports.
• Monitor team performance and ensure compliance with operational standards, policies, and procedures.
• Identify opportunities for improvement in IT operational processes to enhance service quality and operational efficiency.
• Ensure a high level of user satisfaction by providing responsive, effective, and professional IT support services.

Requirements

• Minimum Diploma (D3) degree in a relevant field, such as Information Technology, Information Systems, Computer Engineering, or other related disciplines.
• Demonstrated leadership skills with the ability to manage and lead a team effectively.
• Minimum of 3 years of work experience in network operations, IT Support, Helpdesk, or similar technical service roles.
• Basic understanding of computer networking, including network connectivity concepts and network devices.
• Basic knowledge of operating systems and applications supporting Information Technology (IT) operations.
• Ability to perform basic troubleshooting of network, computer hardware, and IT operational application issues.
• Ability to identify, conduct initial analysis, and accelerate technical issues in accordance with established Standard Operating Procedures (SOPs).
• Strong communication and coordination skills to collaborate effectively with operational teams and relevant stakeholders.
• Ability to prepare clear, detailed, and well-organized work documentation and reports.
• Ability to work independently as well as collaboratively within a team.
• High level of integrity, discipline, and a strong commitment to user service excellence and problem‑solving.

We are a rapid-growth and highly innovative IT company based in South Jakarta. We are looking for talented and motivated candidates to be part of our team.Our employees are youthfully enthousiastic and highly passionate about advancement in Information Technology. Thus, we invite you to futher develop your professional expertise and join us in our path to become the chosen software provider in business enterprise application.