Virtual Agent Analyst | AMK Technology | Indonesia

Amk Technology; Indonesia; On-site; IDR 200,880,000 - 290,160,000; Part time

Job summary

AMK Technology is seeking an experienced Virtual Agent Analyst to join our Managed IT Operations Support team in Indonesia on a contract basis. The candidate will own operational workflows, monitor performance, and ensure high service availability across enterprise IT environments.

The role requires hands‑on troubleshooting, incident management, root‑cause analysis, and collaboration with regional teams and vendors. Strong ITIL knowledge and immediate availability are expected.

Qualifications

• 3–5 years in IT operations, technical support, or engineering related roles.
• Strong familiarity with ITIL service management and enterprise workflows.
• Excellent problem solving, analytics, and customer service orientation.
• Must be based in Indonesia and eligible to work on contract.
• Available to join immediately or on short notice.
• Bachelor’s degree in a technical discipline.
• Experience in fast-paced, high-availability MSP environments.

Responsibilities

• Own operational workflows, performance monitoring, and service delivery within IT managed services.
• Troubleshoot hands-on technical issues and manage support tickets to resolution.
• Conduct root-cause analysis and implement proactive improvements.
• Interface with stakeholders, vendors, and regional service teams to resolve bottlenecks.
• Track KPIs, maintain documentation, and enforce ITIL compliant processes.
• Ensure security, compliance, and quality assurance across operations.

Skills

IT operations

Technical support

ITIL

Customer service

Communication

Indonesia-based

Immediate availability

Education

Bachelor's degree in Information Technology / Computer Science / Engineering

Tools

ITIL ticketing systems

Job description

Position Summary

AMK Technology is seeking an experienced and dedicated Virtual Agent Analyst to join our Managed IT Operations Support initiative in Indonesia on a contract basis. In this specialized role, you will be responsible for delivering robust technical support, maintaining high service availability, and driving operational excellence across enterprise IT and infrastructure environments. You will collaborate closely with cross-functional support teams, coordinate incident resolutions, and maintain rigorous SLA compliance standards. This opportunity requires a qualified technology professional based in Indonesia with strong domain expertise and immediate or short-notice availability.

Detailed Job Description

As the Virtual Agent Analyst, you will take full ownership of operational workflows, performance monitoring, and technical service delivery within our structured IT managed services framework. Your day‑to‑day responsibilities include executing hands‑on technical troubleshooting, managing support tickets, conducting root‑cause analysis, and implementing proactive process improvements. You will interface directly with enterprise stakeholders, equipment vendors, and regional service teams to resolve escalated bottlenecks and ensure seamless technical operations. Furthermore, you will track key performance indicators (KPIs), maintain comprehensive operational documentation, and adhere strictly to ITIL service management best practices.

Key Responsibilities

• Execute specialized technical duties and operational workflows aligned with the Virtual Agent Analyst function.
• Ensure strict adherence to service level agreements (SLAs), operational targets, and key performance indicators (KPIs).
• Manage incident escalation pathways, troubleshoot technical bottlenecks, and execute rapid service restoration.
• Coordinate seamlessly with regional field teams, IT management, and external vendors to maintain infrastructure uptime.
• Drive process optimizations, automation initiatives, and continuous service improvements across IT operations.
• Oversee quality assurance, performance reporting, and adherence to enterprise security and compliance policies.
• Provide prompt, professional technical assistance and customer support to end‑users across corporate environments.
• Maintain meticulous operational logs, ticket documentation, and asset tracking records.

Required Qualifications & Skills

• Minimum of 3 to 5 years of professional experience in IT operations, technical support, or domain-specific engineering roles.
• In‑depth technical knowledge and practical expertise relevant to the Virtual Agent Analyst domain.
• Strong familiarity with ITIL service management frameworks, ticketing systems, and enterprise support workflows.
• Excellent problem‑solving, analytical, and interpersonal communication skills with a strong customer‑service orientation.
• Mandatory requirement: Must be based in Indonesia and eligible to work on a contract basis.
• Available to join immediately or at short notice.
• Bachelor’s degree in Information Technology, Computer Science, Engineering, or a related technical discipline.
• Proven ability to thrive in a fast‑paced, high‑availability managed service provider (MSP) environment.

Nice‑to‑Have Skills

• Relevant professional certifications such as ITIL Foundation, Cisco CCNA, Microsoft Certified Professional, or domain‑specific credentials.
• Prior experience operating within multinational IT consultancy or large‑scale enterprise outsourcing organizations.
• Bilingual communication proficiency in English and Indonesian (Bahasa Indonesia).
• Experience with advanced monitoring tools, diagnostics utilities, and log analysis frameworks.
• Demonstrated experience supporting multi‑site regional office rollouts and field engineering logistics.

Application Information

• Salary/Rate: Market Competitive / Contract Standard
• Deadline: Open until filled
• Notice Period: Immediate / Short Notice
• Contract Duration: Contract

Recruitment Pro Tip

When applying for this Virtual Agent Analyst position with AMK Technology, ensure your resume explicitly highlights your hands‑on technical experience in IT operations and support. Clearly state your location in Indonesia and match your email subject line exactly to the position name.