Remote IT Support Specialist - Night Shift (US ET)

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

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