IT Support Specialist / Help Desk Analyst

Eternaindonesia; Tangerang; Hybrid; IDR 528,914,000 - 740,480,000; Full time

Job summary

Eterna Indonesia, a fast-growing remote-first BPO, is hiring an IT Support Specialist / Help Desk Analyst to deliver world-class IT support to U.S.-based clients. This fully remote, full-time role requires you to troubleshoot hardware and software, manage tickets, and support onboarding/offboarding while working night shifts aligned to U.S.

Eastern Time. Candidates should have 1–3 years of IT support experience, familiarity with Active Directory, Office 365, VPN, and ticketing systems, plus

Qualifications

• 1–3 years of IT support or help desk experience.
• Familiarity with Active Directory, Office 365, VPN, and endpoint troubleshooting.
• Basic knowledge of Windows and macOS operating systems.
• Understanding of ticketing systems (Jira, ServiceNow, Zendesk, or similar).
• Fluent in English (written and spoken) and comfortable communicating remotely with U.S. teams.
• Willingness to work night shift (Indonesian time) aligned to U.S. Eastern Time.
• Patient, professional demeanor when handling user issues.

Responsibilities

• Support end-users across Windows, macOS, Office 365, VPN, MFA, and SaaS applications.
• Triage and elevate tickets to infrastructure/security teams as needed.
• Perform account provisioning and basic Active Directory / Azure AD tasks.
• Troubleshoot common hardware and software issues remotely.
• Document solutions, maintain runbooks, and contribute to knowledge base.
• Track and manage support tickets through resolution.
• Assist with onboarding and offboarding user accounts.
• Provide friendly, professional customer service to U.S.-based users.

Skills

IT support

Help desk

English proficiency

Remote communication

Problem solving

Night shift

Tools

Jira

ServiceNow

Zendesk

Office 365

Azure AD

Job description

IT Support Specialist / Help Desk Analyst

About Eterna Indonesia

Eterna Indonesia is a fast-growing BPO company providing multiple business services including IT infrastructure, software development, security operations, and customer support. We bridge top talent from Southeast Asia with innovative U.S.-based businesses through our remote-first model. We are Great Place to Work certified with over 200+ employees currently working with NASDAQ and Fortune 500 companies.

We are currently hiring a detail-oriented IT Support Specialist / Help Desk Analyst to provide world-class IT support to U.S.-based clients.

About the Role

You'll provide first-line support for end-user issues, troubleshoot hardware and software problems, and ensure smooth IT operations for remote teams. This is a fully remote, full-time role with night shift hours (Indonesian time) aligned to U.S. Eastern Time (ET).

As the first point of contact for technical issues, you'll play a critical role in maintaining productivity for our U.S. client teams while building your skills in enterprise IT support.

Key Responsibilities

• Support end-users across Windows, macOS, Office 365, VPN, MFA, and SaaS applications
• Triage and elevate tickets to infrastructure/security teams as needed
• Perform account provisioning and basic Active Directory / Azure AD tasks
• Troubleshoot common hardware and software issues remotely
• Document solutions, maintain runbooks, and contribute to knowledge base
• Track and manage support tickets through resolution
• Assist with onboarding and offboarding user accounts
• Provide friendly, professional customer service to U.S.-based users

Requirements (Must-have)

• 1–3 years of IT support or help desk experience
• Familiarity with Active Directory, Office 365, VPN, and endpoint troubleshooting
• Basic knowledge of Windows and macOS operating systems
• Understanding of ticketing systems (Jira, ServiceNow, Zendesk, or similar)
• Fluent in English (written and spoken) and comfortable communicating remotely with U.S. teams
• Strong problem-solving skills and attention to detail
• Willingness to work night shift (Indonesian time) aligned to U.S. Eastern Time
• Patient, professional demeanor when handling user issues

Preferred Qualifications

• CompTIA A+, Network+, or Security+ (or equivalent experience)
• Microsoft Modern Desktop Administrator certification
• ITIL 4 Foundation certification or familiarity with ITIL processes
• Experience with remote support tools and screen sharing software
• Basic scripting knowledge (PowerShell, Bash)
• Experience supporting MacOS in addition to Windows
• Prior experience working with U.S.-based clients

Note: We welcome candidates who are pursuing these certifications or have equivalent demonstrated experience.

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