IT Support Executive

HCL Technologies Limited; Jakarta Pusat; Hybrid; IDR 78,120,000 - 167,400,000; Full time

Job summary

HCL Technologies Limited in Jakarta is seeking an IT Helpdesk professional to serve as the first point of contact for end-users, delivering prompt technical assistance and ensuring smooth operation of IT systems.

The role covers end-user support, account management, system and application support, networking basics, asset management, and collaboration with multiple teams. The position offers a hybrid work model in Indonesia, with after-hours support as needed.

Qualifications

• Bachelor’s degree preferred in CS/IT or related field.
• 1–3 years of experience in IT support/helpdesk roles.
• Familiarity with ITSM platforms (ServiceNow, Freshdesk, Remedyforce).
• Strong knowledge of Windows OS, Mac OS, MS Office, and networking.
• Experience with Apple hardware troubleshooting.
• Knowledge of cloud technologies (AWS, Azure).
• Excellent communication and customer service skills.
• Ability to work independently and manage multiple tasks.

Responsibilities

• Respond promptly to support requests via phone, email, or ticketing systems.
• Log, categorize, and prioritize incidents and service requests using ITSM tools (ServiceNow, Freshdesk, Remedyforce).
• Troubleshoot and resolve hardware/software issues, including password resets and connectivity problems.
• Guide users through troubleshooting steps and document solutions for future reference.
• Assist with user account creation, access provisioning, and deactivation.
• Manage onboarding/offboarding processes, including password resets and account unlocks.
• Provide support for Windows OS, Mac OS, MS Office, and Apple hardware break/fix.
• Install, configure, and troubleshoot business applications and software.
• Support cloud technologies (AWS, Azure) and collaboration tools (Zoom, G Suite, Jumpcloud, Workato).
• Monitor and maintain internet connectivity; address performance issues.
• Perform basic networking checks (connectivity, latency).
• Maintain IT asset inventory; oversee tech refresh and asset coordination with vendors.
• Collaborate with IT Systems, Network, and other teams for deployments and projects.

Skills

IT support

ITSM tools

Windows

Mac OS

MS Office

Apple hardware

Cloud (AWS/Azure)

Communication

Multi-tasking

Education

Bachelor’s degree in Computer Science/IT

Tools

ServiceNow

Freshdesk

Remedyforce

Job description

Serve as the first point of contact for IT-related issues, providing technical assistance to end-users and ensuring smooth operation of IT systems and services.

Key Responsibilities

End-User Support

• Respond promptly to support requests via phone, email, or ticketing systems.
• Log, categorize, and prioritize incidents and service requests using ITSM tools (e.g., ServiceNow, Freshdesk).
• Troubleshoot and resolve hardware/software issues, including password resets, connectivity problems, and application errors.
• Guide users through troubleshooting steps and document solutions for future reference.

Account & Access Management

• Assist with user account creation, access provisioning, and deactivation.
• Manage onboarding/offboarding processes, including password resets and account unlocks.

System & Application Support

• Provide support for Windows OS, Mac OS, Microsoft Office Suite, and Apple hardware break/fix.
• Install, configure, and troubleshoot business applications and software.
• Support cloud technologies (AWS, Azure) and collaboration tools (Zoom, G Suite, Jumpcloud, Workato).

Network & Connectivity

• Monitor and maintain internet connectivity; address performance-related issues.
• Perform basic networking checks (connectivity, latency).

Asset & Inventory Management

• Maintain and update IT asset inventory.
• Oversee tech refresh activities for computer assets.
• Coordinate with vendors regarding IT assets.

Project & Documentation

• Collaborate with IT Systems, Network, and other teams for new deployments and project implementations.

Qualifications & Skills

• Bachelor’s degree in Computer Science, IT, or related field (preferred).
• 1–3 years of experience in IT support/helpdesk roles.
• Familiarity with ITSM platforms (ServiceNow, Freshdesk, Remedyforce).
• Strong knowledge of Windows OS, Mac OS, MS Office Suite, and basic networking.
• Experience with Apple hardware troubleshooting.
• Knowledge of cloud technologies (AWS, Azure).
• Excellent communication and customer service skills.
• Ability to work independently and manage multiple tasks efficiently.
• Office-based hybrid, WFH, depending on organizational policy.
• May require occasional after-hours or weekend support.