Job Description
Anak Indonesia Innovations is seeking a highly motivated and customer-oriented Technical Support Engineer to join our growing team in the heart of Jakarta Pusat. As a key member of our IT Operations team, you will be the first point of contact for internal and external users experiencing technical issues. This role requires a proactive individual who thrives in a fast-paced environment, is passionate about solving complex problems, and is comfortable working with a dynamic shift schedule on-site (WFO).
In this role, you will provide exceptional Level 1 and Level 2 support across a range of technologies including Windows/macOS environments, networking hardware, SaaS applications, and custom in-house platforms. You will be responsible for diagnosing, troubleshooting, and resolving technical incidents, escalating complex issues to senior engineers when necessary. Your ability to document solutions meticulously and contribute to our knowledge base will be critical to the team's success. We are looking for an engineer who not only fixes problems but also identifies opportunities for system improvements and automation to enhance overall reliability and user satisfaction.
At Anak Indonesia Innovations, we believe in fostering a collaborative and innovative culture. We offer a competitive contract package with opportunities for professional growth and skills development. If you are a resilient problem-solver who enjoys working in a team-oriented environment and is ready to take on the challenges of supporting a diverse user base, we encourage you to apply and become a vital part of our digital journey.
In this role, you will provide exceptional Level 1 and Level 2 support across a range of technologies including Windows/macOS environments, networking hardware, SaaS applications, and custom in-house platforms. You will be responsible for diagnosing, troubleshooting, and resolving technical incidents, escalating complex issues to senior engineers when necessary. Your ability to document solutions meticulously and contribute to our knowledge base will be critical to the team's success. We are looking for an engineer who not only fixes problems but also identifies opportunities for system improvements and automation to enhance overall reliability and user satisfaction.
At Anak Indonesia Innovations, we believe in fostering a collaborative and innovative culture. We offer a competitive contract package with opportunities for professional growth and skills development. If you are a resilient problem-solver who enjoys working in a team-oriented environment and is ready to take on the challenges of supporting a diverse user base, we encourage you to apply and become a vital part of our digital journey.
Responsibilities
- Provide prompt and professional technical support to end-users via phone, email, and ticketing system.
- Diagnose and resolve hardware, software, and network issues for local and remote users.
- Perform system administration tasks including user account management, access control, and software deployments.
- Document technical procedures, solutions, and troubleshooting steps in the internal knowledge base.
- Adhere to rotating shift schedules and maintain high availability during operating hours.
- Escalate complex technical problems to senior engineers or third-party vendors while ensuring seamless handoffs.
- Assist in the deployment, maintenance, and inventory tracking of IT assets.
- Participate in team meetings to review incident trends and contribute to continuous process improvements.
Qualifications
- Diploma or Bachelor’s degree in Information Technology, Computer Science, or a related field.
- Minimum 1–2 years of experience in a technical support, helpdesk, or IT operations role.
- Strong knowledge of Windows and macOS operating systems, Microsoft 365, and common enterprise business applications.
- Familiarity with networking concepts (TCP/IP, DNS, DHCP, VPN) and basic network troubleshooting.
- Excellent verbal and written communication skills in both English and Bahasa Indonesia.
- Willingness to work full-time on-site (WFO) in Jakarta Pusat and adhere to a shifting schedule (including weekends if required).
- Proven ability to manage multiple priorities, work independently, and thrive under pressure.
- Industry certifications such as CompTIA A+, Network+, or Microsoft fundamentals are highly advantageous.