IT Support Engineer (Shifting)

PT Lawencon Internasional; Jakarta Selatan; On-site; IDR 120,000,000 - 240,000,000; Full time

Job summary

PT Lawencon Internasional, a rapid-growth IT company based in South Jakarta, is seeking a capable IT Operations Manager to coordinate daily IT operations, manage the operations team, and ensure service delivery aligns with SLAs and SOPs.

You will monitor networks, infrastructure, devices, and applications; provide hands-on troubleshooting, escalate complex issues, document incidents, and drive process improvements while maintaining high user satisfaction.

Qualifications

• Diploma (D3) in IT or related field.
• Proven leadership with ability to manage a team.
• At least 3 years in network operations, IT support, or helpdesk.
• Basic understanding of networking concepts and devices.
• Experience with incident handling per SOPs and SLAs.
• Strong communication and reporting skills.

Responsibilities

• Coordinate daily IT operational activities to ensure service delivery.
• Manage the operational team and ensure tasks follow procedures.
• Monitor network connectivity, IT infrastructure, devices and applications.
• Provide technical support and troubleshoot IT issues.
• Escalate complex problems to relevant teams.
• Ensure incidents are handled per SLAs and SOPs.
• Maintain documentation of incidents and resolutions.
• Identify opportunities to improve IT processes.

Skills

Team leadership

IT operations

Network operations

Troubleshooting

Documentation

Communication

Education

Diploma (D3) in IT / related field

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 escalated 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.

Job 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 elevate 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 enthousiatic 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.

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 enthousiatic 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.