Staff Technical Support & Helpdesk

PT IDX Solusi Teknologi Informasi; Jakarta Selatan; On-site; IDR 133,920,000 - 223,200,000; Full time

Job summary

PT IDX Solusi Teknologi Informasi adalah perusahaan IT yang berkembang di Indonesia. Kami mencari kandidat untuk posisi Monitoring IT guna menjaga ketersediaan layanan dengan memantau operasi IT, server, dan aplikasi secara aktif.

Posisi ini membutuhkan pengalaman minimal 2 tahun di ITSM, gelar S1 terkait, serta kesediaan bekerja dalam rotasi tiga shift untuk dukungan 24/7. Penempatan on-site di South Jakarta, Indonesia.

Qualifications

• Gelar Sarjana di IT/IS atau bidang terkait.
• Minimal 2 tahun pengalaman di IT Service Management atau bidang terkait.
• Pengetahuan dasar pemantauan server, OS, VPN, dan troubleshooting.
• Siap bekerja dalam 3 shift untuk operasional 24/7.

Responsibilities

• Memantau operasional TI dan menyampaikan masalah ke shift berikutnya.
• Memantau server/VM, perangkat keras, OS, dan layanan sesuai scope.
• Memantau aplikasi untuk mendeteksi gangguan layanan.
• Memberikan layanan helpdesk dan mencatat insiden di sistem tiket.
• Melakukan pemeriksaan awal dan troubleshooting sesuai prosedur.
• Melaporkan gangguan ke service owner dengan detail gejala, waktu, dampak, dan tindakan awal.
• Mengawasi progres penyelesaian insiden dan memberi pembaruan sampai layanan normal.
• Menyusun laporan operasional harian berisi hasil pemantauan, insiden, eskalasi, dan pekerjaan tertunda.
• Menjaga keamanan akses dan kerahasiaan informasi sesuai otorisasi.

Skills

Server monitoring

Operating systems

Applications

VPN access

Troubleshooting

Education

Bachelor's degree in IT/IS

Job description

DESKRIPSI PEKERJAAN

• Monitor IT operations by regularly monitoring the condition and availability of IT services throughout the work shift and ensuring that monitoring results and unresolved issues are communicated to the next shift personnel.
• Monitor servers and supporting systems, including physical servers and virtual machines (VMs), hardware, operating systems, and services running on servers, in accordance with the list of devices within the scope of work and any agreed additions.
• Monitor applications by monitoring their operational conditions within the granted authority and identifying indications of disruptions that may affect services.
• Provide helpdesk services and record incidents by receiving user-reported issues and monitoring findings, recording incident information in the designated ticketing system or recording medium, and updating the handling status.
• Perform initial checks and troubleshooting by conducting checks and basic troubleshooting on systems or devices experiencing disruptions in accordance with established procedures and authorized limits, either through VPN access or directly on-site.
• Report and escape incidents by promptly reporting disruptions to the service owner or relevant technical team when further investigation is required, including information on symptoms, occurrence time, impact, and initial actions taken.
• Monitor incident resolution progress by coordinating with relevant teams, tracking handling progress, and providing status updates to concerned parties until the service is declared back to normal.
• Prepare daily operational reports documenting monitoring results, including system conditions, identified incidents, handling actions, escalations, and outstanding tasks requiring further follow-up.
• Maintain access security and information confidentiality by using device, application, and VPN access in accordance with the granted authorization and maintaining the confidentiality of credentials, data, and information obtained during work.

KUALIFIKASI MINIMUM

• Bachelor's degree in Information Technology, Information Systems, or a related field.
• Minimum of 2 years of experience in IT Service Management or a related field.
• Basic knowledge of server monitoring, operating systems, applications, VPN access, and troubleshooting.
• Willing to work on a three-shift rotation to support 24/7 IT operations.

RINGKASAN PERKERJAAN

• *SPESIALISASI**: IT and Software
• *PENDIDIKAN MINIMAL**: S1 (Sarjana)
• *SISTEM KERJA**: On-site
• *TIPE PEKERJAAN**: Contractual
• *LOKASI**: South Jakarta, DKI Jakarta, Indonesia
• *INDUSTRI**: Information Technology / IT
• *SITUS PERUSAHAAN**: https://idxsti.co.id/

TENTANG PERUSAHAAN

PT IDX Solusi Teknologi Informasi (IDXSTI) was established in November 2018 as a subsidiary of Indonesia Stock Exchange (IDX) and other SRO’s KPEI and KSEI. IDXSTI was focusing on providing Information Technology (IT) services to Indonesia Capital Market Industry and other Financial Services. Our objective is to give the best IT solutions to the capital market industry in order to support the development of Indonesia Capital Market.