Support Engineer

bolttech; Jakarta Pusat; On-site; IDR 89,280,000 - 133,920,000; Full time

Job summary

bolttech is seeking an on-site IT Support professional in Jakarta to deliver high-quality end-user support across the office. You will manage incidents, maintain asset lifecycles, and support Windows, macOS, and mobile devices while coordinating with internal teams and external vendors.

The role requires 3+ years in IT support, a Bachelor’s degree in IT/CS, strong English communication, and a proactive, customer-focused mindset.

Qualifications

• Bachelor's degree in Information Technology, Computer Science, or related discipline.
• Minimum 3 years of experience in IT support or end-user support.
• Strong knowledge of Microsoft Windows and Microsoft 365; experience with macOS is a plus.
• Experience with endpoint management platforms and ITSM tools; basic networking knowledge desirable.

Responsibilities

• Provide onsite and remote end-user support for desktops, laptops, printers, and peripherals.
• Manage incidents and service requests via ITSM platforms, ensuring SLA compliance.
• Serve as primary IT contact for the Jakarta office and coordinate with internal teams/vendors.
• Support deployment, configuration, and troubleshooting of Windows, macOS, and mobile devices.
• Maintain accurate asset records, inventory, lifecycle tracking, and stock control.
• Support office IT infrastructure, including meeting room tech, networking devices, and wireless connectivity.
• Document incidents, requests, and SOPs; assist onboarding/offboarding activities.
• Identify opportunities to improve support processes and user experience.

Skills

Customer focus

Problem solving

Communication

Ownership

Planning

Continuous improvement

Adaptability

Education

Bachelor's Degree in IT/CS

Tools

Windows

Microsoft 365

Intune

Autopilot

Jamf

Freshservice

ServiceNow

Jira Service Management

Job description

bolttech is a fast-growing global insurtech with a mission to build the world’s leading, technology-enabled ecosystem for protection and insurance. Our vision is to connect people with more ways to protect the things they value.

Launched in 2020 in Singapore, bolttech’s 1,600+ team serve customers in 35+ markets across Asia, Europe, North America, and Africa. With international licenses, an extensive partner network, and leading-edge technology and product innovation capabilities, our ecosystem brings together insurers and distributors to make it easier for customers to get the right protection at the point of need.

In this position you will…

Manage and deliver high-quality end-user IT support services, ensuring seamless technology experiences for employees across the office environment. Drive operational excellence through effective incident resolution, asset lifecycle management, infrastructure support, and continuous service improvement while acting as the primary onsite IT representative for the business.

You will be responsible for…

• Providing onsite and remote technical support for end-user devices, operating systems, collaboration tools, printers, and peripherals.
• Managing incidents and service requests through the IT Service Management platform, ensuring compliance with established SLAs and service standards.
• Acting as the primary point of contact for all IT-related support requests within the office location.
• Supporting the deployment, configuration, maintenance, and troubleshooting of Windows, macOS, and mobile devices.
• Maintaining accurate records of IT assets, including inventory management, lifecycle tracking, stock control, and asset recovery activities
• Supporting office IT infrastructure, including meeting room technology, network devices, wireless connectivity, and peripheral equipment.
• Coordinating with internal technology teams and external vendors to resolve technical issues and ensure service continuity.
• Ensuring all incidents, requests, knowledge articles, and standard operating procedures are properly documented and maintained.
• Supporting onboarding and offboarding activities, including device provisioning, account readiness, and equipment collection.
• Identifying opportunities to improve support processes, user experience, operational efficiency, and service quality.
• Assisting with technology projects, office relocations, infrastructure upgrades, and other IT initiatives as required.
• Promoting compliance with IT security policies, asset governance standards, and operational procedures.

For you to be successful…

…we expect you to be able to demonstrate the following key competencies:

• Customer Focus – Delivers exceptional support experiences and builds positive relationships with end users.
• Problem Solving & Troubleshooting – Quickly identifies root causes and implements effective solutions with minimal business disruption.
• Communication & Collaboration – Communicates clearly with technical and non-technical stakeholders and works effectively across teams.
• Ownership & Accountability – Takes responsibility for issues through to resolution while maintaining high service standards.
• Planning & Prioritization – Effectively manages multiple tasks, incidents, and competing priorities in a fast-paced environment.
• Continuous Improvement Mindset – Proactively identifies opportunities to enhance processes, documentation, and user experience.
• Adaptability & Learning Agility – Remains flexible and continuously develops technical knowledge to support evolving business needs.

You will require the following qualifications and skills

• Bachelor's Degree in Information Technology, Computer Science, or a related discipline.
• Minimum 3 years of experience in IT support, desktop support, service desk, or a similar end-user support role.
• Strong knowledge of Microsoft Windows, Microsoft 365, and modern workplace technologies.
• Experience supporting macOS environments and Apple devices.
• Hands-on experience with endpoint management platforms such as Microsoft Intune, Autopilot, Jamf, or equivalent device management solutions.
• Familiarity with IT Service Management (ITSM) processes and tools such as Freshservice, ServiceNow, Jira Service Management, or similar platforms.
• Basic understanding of networking concepts, including LAN/WAN, Wi-Fi, switches, VPNs, and network troubleshooting.
• Experience managing IT assets and supporting hardware lifecycle processes.
• Strong analytical, troubleshooting, and root cause analysis skills.
• Excellent verbal and written communication skills in English.
• Ability to work independently while effectively managing multiple priorities and deadlines.
• Strong customer service orientation with a proactive and solution-focused approach.

Diversity and Inclusion

At bolttech, we are diverse and inclusive. We value each person's unique skills, background, and identity. We never discriminate on cultural background, religion, sex, gender, gender identity or expression, sexual orientation, age, disability, veteran status, genetic information, marital or family status or any legally protected status. Everyone belongs. And because everyone’s different, we’re also flexible in the ways we work, so each person can bring their best efforts every day.