Senior Helpdesk Engineer

1 week ago

Jakarta, Jakarta, Indonesia PT Finture Tech Indonesia Full time

What you will do

  • First-line Technical Support:

  • Receive, record, classify, and prioritize IT service requests and fault reports from internal users via telephone, email, instant messaging tools, and the ticket system

  • Provide preliminary fault diagnosis and remote support for desktop (computers, printers, software, etc.) and network
  • Accurately record, update, and track all tickets to ensure that issues are promptly addressed and closed-loop

  • System and Account Management:

  • Perform account creation, permission assignment, computer configuration, and onboarding training for new employees

  • Handle account deactivation, permission revocation, and device retrieval when an employee leaves the company
  • Manage daily account operations such as employee password resets and software installation requests

  • Hardware and Software Maintenance:

  • Responsible for the installation, configuration, maintenance, and troubleshooting of work equipment such as desktops, laptops, monitors, and printers

  • Install, configure, and update authorized commercial software and security patches

  • Document and Knowledge Base Construction

  • Write clear and understandable technical solutions and operating guidelines to enrich the company's internal Knowledge Base

  • Document common issues and their solutions to help improve the overall support efficiency of the team

  • Network and System Monitoring:

  • Optimize and configure networks (such as IP configuration, network port troubleshooting)

  • Monitor the operation of daily work components

What you will need to have

  • At least 7 years of work experience in similar positions (IT Helpdesk, Desktop Support)
  • Proficient in the installation, configuration, and troubleshooting of the Windows 10/11 operating system
  • Has solid computer hardware knowledge
  • Solid experience in network concepts (TCP/IP, DNS, DHCP, VPN)
  • Excellent client service awareness and communication skills, able to communicate with non-technical personnel in a patient and clear manner
  • Proactive at work, with a strong sense of responsibility and teamwork spirit

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