IT Helpdesk L2

2 weeks ago

Jakarta, Jakarta, Indonesia PT GITS Indonesia Full time

Responsibilities:

  • Diagnose, troubleshoot, and resolve complex hardware, software, and network issues.
  • Manage and maintain systems such as Active Directory, DNS, DHCP, and VPN connections.
  • Perform root cause analysis and provide permanent solutions for recurring incidents.
  • Create and maintain technical documentation, troubleshooting procedures, and user guides.
  • Collaborate with Network, Infrastructure, and System Administration teams to ensure IT service continuity.
  • Develop and maintain basic scripts or automation tools to improve support efficiency.
  • Ensure all IT support activities comply with company security and service level policies.

Requirements:

  • Bachelor's degree (S1) in Computer Science, Information Technology, or a related field (mandatory).
  • Minimum 4 years of experience in IT Helpdesk Level 2, Technical Support Level 2, or IT Support handling advanced escalations Level 2.
  • Proficient in Windows (client and server), networking (TCP/IP, VPN, VLAN), and system troubleshooting.
  • Solid understanding of Active Directory, Group Policy, file sharing, and user access management.
  • Familiar with ticketing systems such as Jira Service Desk, Freshservice, or OTRS.
  • Good communication skills and ability to collaborate with cross-functional teams.
  • Ability to write and understand basic code or scripts (e.g., PowerShell, Python, or Bash).
  • IT Helpdesk (WAJIB L2).

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