IT Support Lead

PT Ako Media Asia; Jakarta Barat; On-site; IDR 100.000.000 - 200.000.000; Full time

Job summary

A leading digital transformation company in Jakarta seeks an IT Support Lead to manage operations, enhance IT solutions, and ensure high team performance. The role requires strong leadership and extensive experience in IT support and operations, focusing on network management and IT innovations. Ideal candidates will be proficient in reporting tools and possess excellent problem-solving skills.

Qualifications

• 5+ years of experience in IT support or operations.
• At least 2 years in a lead position.
• Proven IT team management and SLA management.
• Proficiency in network administration and security.
• Ability to manage IT operational dashboards.

Responsibilities

• Manage timesheets and documentation for IT Support.
• Develop IT support solutions and innovate operations.
• Create and manage IT performance dashboards.
• Ensure requests and tickets are resolved within SLA.
• Coordinate reporting with technology stakeholders.

Skills

Network administration

IT troubleshooting

Leadership

Data analysis

Problem-solving

Education

Bachelor’s degree in Information Technology

Tools

Power BI

Grafana

Job description

1. Timesheet and Work Administration Management

· Ensure all IT Support team activities are properly and promptly documented in the timesheet system.

· Conduct regular monitoring to maintain discipline in record-keeping.

2. IT Support Solution Quality Development

· Initiate and implement at least one annual innovation related to IT operations, such as enhancing network security, optimizing bandwidth usage, or automating service solutions.

· Evaluate and test the effectiveness of implemented innovations.

3. Professional Work Culture Development

· Implement a work culture aligned with global standards (such as Accenture), including work ethics, collaboration, and professionalism.

· Maintain good interdepartmental relationships to minimize complaints against the IT team.

4. IT Operational Dashboard Management

· Create, maintain, and present valid, accurate, and easy-to-understand IT performance reports.

· Ensure the dashboard includes relevant operational performance metrics to support management decision-making.

5. Operational Effectiveness and Efficiency Maintenance

· Ensure all IT requests and tickets are resolved within the SLA (maximum 4 hours, except for purchases/replacements).

· Monitor team performance to improve resolution speed and quality.

6. Coordination and Reporting

· Coordinate with the Director of Technology Innovations and relevant stakeholders to deliver periodic IT performance reports.

· Provide process and technology improvement recommendations based on operational data.

Requirements:

1. Bachelor’s degree in Information Technology, Information Systems, Computer Science, or a related field.

2. Minimum of 5 years of experience in IT Support or IT Operations, with at least the last 2 years in a lead position.

3. Proven experience in IT team management and SLA management.

4. Experience in developing and implementing IT innovations (e.g., enhancing network security, optimizing bandwidth, or automating IT processes).

5. Proficiency in network administration (LAN, WAN, Wi-Fi, Firewall, VPN) and network security best practices.

6. Strong IT troubleshooting skills for hardware, software, and operating systems (Windows, macOS, Linux).

7. Basic knowledge on IT service management standards.

8. Ability to create and manage IT operational dashboards using tools such as Power BI, Grafana, or equivalent.

9. Proficiency in reporting and data analysis for IT performance metrics.

10. Have basic knowledge of cloud services (Azure, AWS, or GCP) is an advantage.

11. Strong leadership skills with the ability to motivate teams and manage individual performance.

12. Problem-solving mindset with an analytical and structured approach.

13. Excellent communication skills, capable of explaining technical solutions clearly to non-technical audiences.

14. Strong time management skills and ability to work with high priorities under tight deadlines.

15. Customer-oriented mindset to maintain user satisfaction.

16. Commitment to maintaining confidentiality and ensuring company data security.

Have knowledge about robotic hardware is a plus.

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SALT is a Digital Transformation Company which focusses on Marketing Technology. Our services ranges from Digital Technology Platform Development, Website/Mobile Apps Development, CRM, Chatbot (Machine Learning), Data Science, Technology Consulting, UX/UI, Design Systems and many other technologies.

We thrive in our marketing technology strategy, system integration and development capability. Our vision is to be the leading and most innovative technology company in Indonesia Our portfolio ranges from large company to enterprises.

We have helped our clients in developing sustainable marketing ecosystem platform to improve their business revenue as well as create efficiency in their operating costs. Our staff is highly trained individuals that have experience in overseas as well as Indonesia.

SALT is a Digital Transformation Company which focusses on Marketing Technology. Our services ranges from Digital Technology Platform Development, Website/Mobile Apps Development, CRM, Chatbot (Machine Learning), Data Science, Technology Consulting, UX/UI, Design Systems and many other technologies.

We thrive in our marketing technology strategy, system integration and development capability. Our vision is to be the leading and most innovative technology company in Indonesia Our portfolio ranges from large company to enterprises.

We have helped our clients in developing sustainable marketing ecosystem platform to improve their business revenue as well as create efficiency in their operating costs. Our staff is highly trained individuals that have experience in overseas as well as Indonesia.