Senior IT Support / Helpdesk

Noraa & Co.; Daerah Khusus Ibukota Jakarta; On-site; IDR 167,400,000 - 279,000,000; Full time

Job summary

Noraa & Co. is seeking a Senior IT Support / Helpdesk professional to provide hands-on technical support in a large-scale organization undergoing a major technology transformation in Jakarta.

The successful candidate will be responsible for day-to-day IT support, troubleshooting user issues, and maintaining a responsive support environment. Strong communication and service orientation are essential for this role.

Qualifications

• Solid experience in IT support, helpdesk, or service desk.
• Hands-on experience with user devices and connectivity issues.
• Good communication skills and service orientation.

Responsibilities

• Provide day‑to‑day IT support for users and devices.
• Assist with troubleshooting and resolving helpdesk tickets.
• Support network and connectivity issues.

Skills

IT support

Helpdesk support

Desktop support

Service desk

Networking

Communication

Tools

Ticketing systems

Endpoint management

Job description

About the job

Noraa & Co. is supporting a confidential large-scale company in Indonesia that is going through a major technology transformation. The organization operates in a business-critical environment where reliable IT support, workplace technology, and fast issue resolution are essential to daily operations.

We are looking for a Senior IT Support / Helpdesk professional who can provide hands‑on technical support, troubleshoot user and device issues, support IT operations, and help maintain a responsive, service‑oriented support environment.

Position Overview

As Senior IT Support / Helpdesk, you will support internal users, business teams, and operational teams across workplace technology, endpoint devices, access support, network/connectivity issues, and day‑to‑day IT service requests. This role is suitable for someone who is hands‑on, structured, service‑mindful, and comfortable working in a fast pace operational environment.

Responsibilities

1. User & Helpdesk Support
   • Provide day‑to‑day IT support for users, including hardware, software, device, connectivity, and access‑related issues.
   • Respond to helpdesk tickets, troubleshoot problems, elevate when needed, and ensure timely resolution.
   • Support employees professionally with a clear service mindset and strong communication.
2. Endpoint, Device & Workplace IT
   • Support laptops, desktops, mobile devices, printers, office technology, and related workplace IT needs.
   • Assist with device setup, replacement, configuration, maintenance, and troubleshooting.
   • Help maintain IT asset records and coordinate device lifecycle activities.
3. Network, Access & Operational Support
   • Support basic network, Wi‑Fi, access point, connectivity, and internal system access issues.
   • Assist with user onboarding, offboarding, account setup, access provisioning, and access removal.
   • Coordinate with infrastructure, security, and other technology teams for escalated issues.
4. Documentation & Process Improvement
   • Maintain ticket documentation, troubleshooting notes, knowledge base articles, and support records.
   • Identify recurring issues and recommend practical improvements to support efficiency and service quality.
   • Contribute to a reliable, accountable, and responsive IT support culture.

Qualifications

• Solid experience in IT support, helpdesk, desktop support, service desk, workplace IT, or infrastructure support.
• Hands‑on experience supporting user devices, operating systems, office applications, connectivity, basic networking, and access‑related issues.
• Familiarity with ticketing systems, IT asset tracking, endpoint management, and IT support documentation.
• Good communication skills, service orientation, ownership, and ability to work with users from different functions.
• Experience in a fast pace, multi‑location, operational, or large‑scale business environment is highly preferred.
• Willing to work full WFO at Head Office in Mampang, South Jakarta.

Working Arrangement

• Full WFO at Head Office, Mampang, South Jakarta.
• Monday to Friday.
• Working hours follow company policy: 08:00–18:00 or 09:00–19:00, including working time and break time.
• May be required to support urgent issues or on‑call arrangements based on business needs and team schedule.