IT Support Supervisor

PT Asix Indonesia Cerdas; Jakarta Utara; On-site; IDR 120,000,000 - 180,000,000; Full time

Job summary

PT Asix Indonesia Cerdas in Jakarta, Indonesia, seeks an IT Support Supervisor to lead the day-to-day IT support team and oversee the lifecycle of company IT assets. This hands-on leadership role requires building structure where none exists and operating without formal ticketing infrastructure.

The role covers second/third-level support, SOP development, asset tracking, and robotics monitoring, with a focus on security and vendor coordination. Strong teams and processes are essential.

Qualifications

• Bachelor's degree in Information Technology, Computer Science, or related discipline.
• 4-6 years IT support/helpdesk experience with 1-2 years in a supervisory role.
• Strong knowledge of Windows and macOS environments, networking, AD, and M365 administration.
• Experience managing support workflows without formal ticketing software.
• Familiarity with server administration, backups, and cybersecurity basics.
• Experience with IT asset management across multiple sites; openness to robotics operations.

Responsibilities

• Supervise daily IT support operations and ensure requests are logged and resolved.
• Create lightweight tracking without formal ticketing platform.
• Provide second/third-level technical support for escalations.
• Develop SOPs and troubleshooting docs to standardize output.
• Own IT asset lifecycle across all entities: procurement to disposal.
• Maintain software licenses and asset registers; onboarding/offboarding handovers.
• Audit inventory and ensure records match physical assets.
• Monitor and operate robotics equipment as part of daily duties.
• Maintain network, server, and system security; handle backups.
• Coordinate with external vendors for infra support and servicing.
• Conduct coaching and performance evaluations for staff.
• Prepare periodic management reports on IT support trends and asset status.

Skills

IT support

Windows/macOS

Networking (LAN/WAN VPN)

Active Directory

Microsoft 365 administration

Ticketing workflows

Server administration

Backup systems

Cybersecurity basics

IT asset management

Robotics monitoring

Industry certifications

Education

Bachelor's in Information Technology / Computer Science

Job description

IT Support Supervisor

Jakarta, Indonesia | Contract | On-site

The IT Support Supervisor will lead the day-day IT support team, manage the full lifecycle of company IT assets, and oversee the monitoring and operation of company robotics equipment. This is a hands‑on leadership role suited to a candidate who is comfortable operating without formal ticketing infrastructure and can build structure and process where it doesn't yet exist.

Key Responsibilities

• Supervise daily operations of the IT support team, ensuring requests (received via WhatsApp and other informal channels) are logged, tracked, and resolved within a reasonable timeframe
• Establish and maintain a lightweight tracking system in the absence of a formal ticketing platform
• Provide second and third-level technical support for escalated issues
• Develop SOPs and troubleshooting documentation to standardize team output
• Take full ownership of the IT asset lifecycle (procurement, deployment, maintenance, disposal) across all three entities
• Maintain an accurate and up-to-date asset register, including software license tracking and renewals
• Manage asset handover documentation for employee onboarding and offboarding
• Conduct periodic physical audits to reconcile records with actual inventory
• Monitor and operate company robotics equipment as part of daily responsibilities
• Diagnose and resolve basic operational issues; escalate to vendors when required
• Maintain maintenance logs and operational records for the equipment
• Oversee network, server, and system security performance, including backups
• Coordinate with external vendors for infrastructure support and equipment servicing
• Conduct performance evaluations, coaching, and training for support staff
• Prepare periodic reports for management covering support trends, asset status, and equipment performance

Skills & Experience

• Bachelor's degree in Information Technology, Computer Science, or a related discipline
• 4-6 years' experience in IT support/helpdesk roles, including 1-2 years in a supervisory capacity
• Strong working knowledge of Windows/macOS environments, networking (LAN/WAN, VPN), Active Directory, and Microsoft 365 administration
• Demonstrated ability to manage support workflows without formal ticketing software
• Working knowledge of basic server administration, backup systems, and cybersecurity fundamentals
• Experience with IT asset management and inventory control across multiple sites or entities
• Openness to learning robotics equipment operation and monitoring (training provided)
• Certifications such as CompTIA A+/Network+, ITIL Foundation, or Microsoft Certified (MD-102/AZ-900) are advantageous

Additional Requirements

• Willingness to work overtime, weekends, and public holidays as operational needs require
• Strong organizational skills and ability to self-prioritize in a fast-paced, less structured environment
• Excellent communication skills, with the ability to translate technical issues for non-technical stakeholders