Technical Support Specialist

6 days ago

Jakarta, Jakarta, Indonesia Jakarta Intercultural School Full time 300,000 - 600,000 per year

QUALIFICATIONS, EXPERIENCES & ATTRIBUTES

  • Minimum a bachelor's degree holder in Computer Science.
  • Strong organizational skills
  • Demonstrated ability to communicate effectively in English and Indonesian, both speaking and writing.
  • Ability to work collaboratively with members of the Information Services Department
  • Excellent problem-solving skills
  • Strong technical skills with a wide range of hardware and software in a cross-platform environment. Having a Mac OS and IOS platform background is preferred.
  • Customer-service approach to working with end-users
  • Clear commitment to Child Protection, safety, service learning, and environmental stewardship

DUTIES AND RESPONSIBILITIES

Technical Support & Issue Resolution

  • Provide efficient and timely support to end-users, ensuring all technical issues are resolved effectively and escalating cases when necessary.
  • Address user inquiries regarding software and hardware operations, offering clear and accurate guidance to resolve issues.
  • Assess and verify system functionality by conducting observations and tests to identify and troubleshoot errors.
  • Collaborate with IT staff and engineers to manage the distribution, updates, and patches of hardware and software systems.
  • Partner with vendor-provided technical support teams to deliver exceptional customer service to end-users.

Help Desk Management & Documentation

  • Proactively monitor and contribute to the Help Desk Ticket Management System, ensuring all issues are accurately logged, tracked, and resolved.
  • Maintain thorough documentation of daily activities, including technical problems, corrective actions, and installation procedures.
  • Develop, update, and effectively communicate standard procedures for common technical support tasks to enhance consistency and efficiency.
  • Contribute to the Information Services Knowledge Base by ensuring comprehensive and up-to-date documentation of service-level agreements (SLAs) and problem-solving solutions.

Collaboration & Continuous Improvement

  • Collaborate with the Technical Services and Multimedia Coordinator and the rest of the IT team to establish, refine, and communicate Service Level Agreements (SLAs).
  • Work closely with IT staff to resolve complex technical issues, providing guidance and support as needed.
  • Innovate and implement strategies to enhance problem resolution processes, continuously improving help desk efficiency and effectiveness.
  • Recommend and develop improvements to help desk operations, including creating checklists, refining procedures, enhancing policies, conducting training, and strengthening security protocols.

Service Orientation

  • Foster a service-oriented and data-driven culture within the IT Department, ensuring high standards of customer satisfaction.

Ongoing Professional Growth

  • Reflect upon professional practice and engage in learning opportunities.
  • Set goals for professional development and take advantage of professional development opportunities.

Other

  • Embrace the JIS Learning Dispositions of Resilience, Resourcefulness, Relating, and Reflectiveness
  • Performing other related duties and assuming other responsibilities as assigned by the Head of IT and Technical Support and Multimedia Coordinator.

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