MITECH
Senior IT Support Engineer
Jakarta
Incident Management
- Receive, log, categorize, and resolve IT incidents according to established procedures and SLA.
- Perform initial troubleshooting and provide first-level support for end-user issues.
- Monitor incident progress and ensure timely resolution
Service Request Fulfillment
- Handle user service requests related to hardware, software, operating systems, and IT services.
- Execute requests in accordance with company policies and service standards.
User Access Management
- Process user access requests including creation, modification, and revocation of user accounts and permissions.
- Ensure all access requests comply with governance, security, and approval requirements.
Windows Migration & Deployment Support
- Perform setup, configuration, and deployment of laptops and desktops.
- Install, upgrade, and configure Windows 10 and Windows 11 operating systems.
- Support Windows Edition Migration activities and ensure successful deployment.
- Conduct post-installation verification and user readiness checks.
Monitoring & Escalation
- Perform initial monitoring of IT services and infrastructure alerts.
- Identify and escalate issues requiring Level 2 or Level 3 support.
- Coordinate with relevant technical teams to ensure issue resolution.
Knowledge Management
- Utilize existing knowledge base articles to resolve common issues.
- Document troubleshooting steps and update knowledge base documentation when necessary.
User Support
- Provide technical assistance and guidance to end users.
- Maintain high standards of customer service and communication.
- Minimum Qualifications: Minimum Bachelor's Degree (S1) in Information Technology, Computer Science, Information Systems, or a related field.
- Minimum 5 years of experience as an IT Support Engineer, Desktop Support Engineer, End User Computing (EUC) Engineer, Technical Support Engineer, or similar role.
- Proven experience supporting Windows operating systems, including Windows 10 and Windows 11 deployment, migration, installation, and troubleshooting.
- Strong experience in laptop and desktop provisioning, imaging, configuration, and deployment.
- Hands-on experience in Incident Management, Service Request Fulfillment, and User Access Management.
- Familiar with Active Directory administration, Group Policy, user account management, and access provisioning processes.
- Experience using IT Service Management (ITSM) tools such as ServiceNow, Jira Service Management, Freshservice, Remedy, or similar platforms.
- Strong understanding of Microsoft ecosystem, including Windows OS, Microsoft 365, Outlook, Teams, and Office applications.
- Good understanding of networking fundamentals, including TCP/IP, DNS, DHCP, VPN, and connectivity troubleshooting.
- Experience coordinating with Level 2 and Level 3 support teams to ensure timely issue resolution.
- Familiarity with ITIL principles and service management best practices is preferred.
- Strong analytical, troubleshooting, problem-solving, and communication skills.
- Able to work independently with minimal supervision and handle multiple support requests simultaneously.
- Willing to work on weekends (Saturday & Sunday) throughout the project duration, with substitute leave provided on weekdays.
Didirikan pada tahun 2012, memulai bisnis sebagai penyedia layanan untuk ATM. Saat ini perusahaan mengembangkan solusi dan penyedia layanan multi-vendor, untuk menawarkan berbagai solusi dan layanan inovasi yang lebih luas. VISI Menghasilkan solusi dan layanan terbaik di bidang Layanan dan Konsultasi IT dengan upaya maksimal yang diarahkan pada kepuasan pelanggan. MISI Untuk membangun reputasi sebagai salah satu penyedia Solusi dan Layanan IT yang paling inovatif. Kami percaya dalam melakukan pekerjaan dengan cara yang paling efisien serta dengan metodologi yang kuat dan terstruktur, dengan evolusi bertahap dari kerja keras ke budaya kerja cerdas, untuk memenuhi kepuasan klien. IT Consulting & Professional Services To keep pace in the digital age while controlling costs and mitigating business risks, you can no longer depend on the past as a guide for the future. Leverage our consulting services and technology expertise to accelerate your business transformation and innovation strategies. We help you create and execute strategies to unlock opportunities, optimize processes, and uncover cost savings, with the offering as follow: • Advisory Services. Our expert security consultants help you to secure your technologies by putting the right policies, processes, and architectures in place • Architecture consulting services. Use existing and estimated future application traffic patterns to design a technology architecture for your organization. • Project and programmed management services. We support the successful execution of your IT projects using robust, proven project management methodologies. •Application Customization and Programming Services. Our Developer expert could help you to provide the customization and enhancement of your existing applications. •QA and Automation Consultancy. Our QA and Automation expert will help you to ensure the quality of software development and deployment. Performing automated and manual tests to ensure the software created by developers is fit for purpose, include analysis of the software, and systems, mitigate risk and prevent software issues.
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