Senior Helpdesk Engineer

PT Finture Tech Indonesia; Jakarta Utara; On-site; IDR 200.000.000 - 300.000.000; Full time

Job summary

A fintech startup in Indonesia is seeking an IT Support Specialist to receive and prioritize service requests and provide remote support for desktop devices. The ideal candidate will have at least 7 years of experience in IT helpdesk roles, with proficiency in installing and troubleshooting Windows 10/11, solid hardware knowledge, and strong communication skills. This role offers an opportunity to work in a dynamic environment with responsibilities including account management and network optimization.

Qualifications

• At least 7 years of work experience in similar positions.
• Proficient in installation, configuration, and troubleshooting of Windows 10/11.
• Solid computer hardware knowledge.
• Experience in network concepts such as TCP/IP, DNS, DHCP, VPN.
• Excellent client service awareness and communication skills.

Responsibilities

• Receive, record, and prioritize IT service requests and fault reports.
• Provide preliminary fault diagnosis and remote support for desktop devices.
• Accurately record and track all tickets to ensure issues are addressed.
• Manage account creation, permission assignment, and onboarding training.
• Install and troubleshoot work equipment such as desktops and laptops.
• Write technical solutions for the internal Knowledge Base.
• Optimize and configure networks, monitoring daily operations.

Skills

Windows 10/11 installation and troubleshooting

Computer hardware knowledge

Network concepts (TCP/IP, DNS, DHCP, VPN)

Client service awareness

Communication skills

Proactive work attitude

Job description

Receive, record, classify, and prioritize IT service requests and fault reports from internal users via telephone, email, instant messaging tools, and the ticket system.

Provide preliminary fault diagnosis and remote support for desktop devices (computers, printers, software, etc.) and network.

Accurately record, update, and track all tickets to ensure issues are promptly addressed and closed-loop.

System and Account Management

• Perform account creation, permission assignment, computer configuration, and onboarding training for new employees.
• Handle account deactivation, permission revocation, and device retrieval when an employee leaves the company.
• Manage daily account operations such as employee password resets and software installation requests.

Hardware and Software Maintenance

• Responsible for the installation, configuration, maintenance, and troubleshooting of work equipment such as desktops, laptops, monitors, and printers.
• Install, configure, and update authorized commercial software and security patches.

Document and Knowledge Base Construction

• Write clear and understandable technical solutions and operating guidelines to enrich the company's internal Knowledge Base.
• Document common issues and their solutions to improve overall support efficiency of the team.

Network and System Monitoring

• Optimize and configure networks (IP configuration, network port troubleshooting).
• Monitor the operation of daily work components.

Qualifications

• At least 7 years of work experience in similar positions (IT Helpdesk, Desktop Support).
• Proficient in installation, configuration, and troubleshooting of the Windows 10/11 operating system.
• Has solid computer hardware knowledge.
• Solid experience in network concepts (TCP/IP, DNS, DHCP, VPN).
• Excellent client service awareness and communication skills, able to communicate with non-technical personnel in a patient and clear manner.
• Proactive at work, with a strong sense of responsibility and teamwork spirit.

About Finture

Finture is a USD‑fund invested fintech start‑up company that provides the unique Neobanking business to individual users through The YUP Card (Paylater Card). As a member of AFTECH, Finture has a close partnership with major banks and financial institutions in Indonesia, including BNI, BSS, VISA, and GPN.