Sr. Enterprise Helpdesk Specialist (Semarang & Surabaya)

iForte Solusi Infotek; Surabaya ꦱꦸꦫꦧꦪ; On-site; IDR 240,000,000 - 420,000,000; Full time

Job summary

SMN Group is seeking an experienced Helpdesk Manager to lead and support a growing service desk team in Indonesia. You will drive incident resolution, ensure SLA adherence, and coordinate across customers and internal stakeholders.

You will mentor staff, build effective processes, and provide regular reports on performance and service quality. A strong networking background and excellent communication are essential for success.

Qualifications

• 5-8 years of experience in related field.
• Bachelor Degree in Telecommunication Engineering or Computer Science or Information Technology.
• Have strong communication, reporting and presentation skills.
• Good understanding in networking technology such as OSI Layer, FTTX.
• Strong Leadership, Analytical & troubleshooting skills.
• Good Interpersonal and Communication skills.
• Willingness to learn, hardworking, good team player.
• Having certification related to Networking such as MTCNA/ CCNA/ JNCIA or ITIL is a plus.

Responsibilities

• Manage and support helpdesk team.
• Monitor helpdesk/service desk ticketing system to manage incidents and requests and ensure tickets meet SLAs.
• Lead communication across customers, support team members, or other stakeholders to resolve issues.
• Provide leadership and coaching to team members with process alignment.
• Provide regular reporting (daily, weekly, monthly) on incidents to the customer.
• Analyze and review performance against SLAs for continuous improvement.
• Foster good working relationships with customers and internally.
• Coordinate with internal and/or external stakeholders to ensure smooth operations.

Skills

Leadership

Analytical thinking

Troubleshooting

Communication

Interpersonal skills

Presentation skills

Teamwork

Learning mindset

Education

Bachelor's Degree in Telecommunication Engineering

Bachelor's Degree in Computer Science

Bachelor's Degree in Information Technology

Tools

OSI Model

FTTX

Job description

At SMN Group, we offer a highly inclusive, collaborative, and supportive workplace to realize your full potential. We empower our team to contribute by providing a brighter future and making an impactful transformation for our clients, people, and society. We are always looking for people with relentless energy to push themselves further and find new avenues and unique ways to reach our shared goals.

Find out more about what we do here: www.ptsmn.co.id

What Will You Do:

• Responsible for managing and supporting helpdesk team
• Monitoring helpdesk/service desk ticketing system as a main tools for management of incidents and request to ensure every tickets is solved properly and meets agreed SLAs
• Lead communication across customers, support team members, or other stakeholders to facilitate the resolution of issues
• Provide leadership and coaching to team members, by outlining process alignment for the organization
• Provide regular reporting (daily, weekly, monthly etc) and incident report related service to the customer
• Analyze and review performance against SLAs per Customer and other stakeholders for continuous improvement process
• Fostering good working relationships with customers and internally
• Perform collaboration with other stakeholders by performing coordination with internal and/or external stakeholders to ensure the operational running smoothly.

What Will You Need:

• Have 5-8 years of experiences in related field
• Bachelor Degree in Telecommunication Engineering or Computer Science or Information Technology
• Have good communication, reporting and presentation skill.
• Good understanding in networking technology such as OSI Layer, FTTX
• Strong Leadership, Analytical & troubleshooting skills
• Good Interpersonal and Communication skill
• Passionate to learn, hardworking, good team player
• Having certification related to Networking such as MTCNA/ CCNA/ JNCIA or ITIL is a plus

What We Offer:

• You will be part of the fastest-growing connectivity solution provider companies in Indonesia.
• You will be part of a fast-growing team that continuously strives to deliver client satisfaction.
• Competitive benefits and exceptional career experience.

Due to the high volume of applications we are experiencing, our team will only be in touch with you if your application is shortlisted.