Onsite Support Resources

PT Tekno Gemilang Indonesia (TOG Indonesia); Jakarta Pusat; On-site; IDR 78,120,000 - 133,920,000; Full time

Job summary

PT Tekno Gemilang Indonesia (TOG Indonesia) is seeking an IT Support Specialist to provide L1/L2 support for desktops, laptops, printers, and mobile devices in our Jakarta office. You will troubleshoot hardware, software, and OS issues, install and configure user devices, and support Microsoft 365 applications to keep teams productive.

The role requires coordination with IT teams and vendors, monitoring network connectivity, and maintaining IT infrastructure health.

Qualifications

• Provide L1/L2 support for desktops, laptops, printers, scanners, mobile devices, and peripherals.
• Troubleshoot hardware, software, OS, and application issues.
• Handle installation, configuration, and maintenance of user devices.
• Support Microsoft 365 apps including Outlook, Teams, OneDrive, Word, Excel, and PowerPoint.
• Ensure timely closure of incidents and service requests per SLAs.

Responsibilities

• Monitor and support LAN, WAN, Wi-Fi, internet connectivity, and network equipment.
• Coordinate with centralized IT teams and external vendors for issue resolution.
• Support server room and IT equipment management as required.
• Perform routine health checks of IT infrastructure.

Skills

End user support

Troubleshooting

Vendor coordination

Documentation

Tools

Microsoft 365 Administration

Printer management

Endpoint security tools

ITSM / Service Desk tools (ManageEngine)

Basic server administration

Job description

• * Knowledge of Autopilot, Windows, IOS and MacOS operating systems
• * Microsoft 365 Administration and Support
• * Printer and peripheral management
• * Endpoint security tools
• * ITSM / Service Desk tools (ManageEngine or equivalent)
• * Basic server administration knowledge

End User Support:

• * Provide L1/L2 support for desktops, laptops, printers, scanners, mobile devices, and peripherals.
• * Troubleshoot hardware, software, operating system, and application-related issues.
• * Handle installation, configuration, and maintenance of user devices.
• * Support Microsoft 365 applications including Outlook, Teams, OneDrive, Word, Excel, and PowerPoint.
• * Ensure timely closure of incidents and service requests as per agreed SLAs.

Infrastructure Support:

• * Monitor and support LAN, WAN, Wi-Fi, internet connectivity, and network equipment.
• * Coordinate with centralized IT teams and external vendors for issue resolution.
• * Support server room and IT equipment management as required.
• * Perform routine health checks of IT infrastructure.

Asset Management:

• * Maintain IT asset inventory and records.
• * Coordinate procurement, deployment, relocation, and disposal of IT assets.
• * Ensure compliance with corporate asset management policies.

User Onboarding & Offboarding:

• * Prepare and configure systems for new joiners.
• * Facilitate access provisioning and de-provisioning in coordination with central teams.
• * Ensure proper handover and recovery of IT assets.

Vendor & Facility Coordination:

• * Coordinate with local vendors for IT hardware, networking, and support services.
• * Escalate issues and track vendor performance and resolution timelines.
• * Support local site IT requirements during audits, meetings, and business events.

Compliance & Security:

• * Ensure adherence to IT security policies and procedures.
• * Support antivirus management, patch compliance, and endpoint security initiatives.
• * Assist in implementing and maintaining cybersecurity controls.
• * Report security incidents promptly to the central IT team.

Documentation & Reporting:

• * Maintain documentation of IT infrastructure, support activities, and asset records.
• * Prepare periodic reports on incidents, service requests, and system health.
• * Update knowledge base and standard operating procedures as required.

Preferred Skills:

• * Experience supporting manufacturing or industrial sites
• * Knowledge of ITIL processes
• * Familiarity with cybersecurity best practices
• * Experience working with multinational organizations
• * Adherence to agreed SLA/KPI metrics.
• * Timely incident resolution and user satisfaction.
• * Proactive monitoring and preventive maintenance.
• * Accurate asset and support documentation.