Deskripsi pekerjaan
Posisi IT Support Engineer (Shifting) bertanggung jawab dalam mengkoordinasikan kegiatan operasional IT sehari-hari untuk memastikan layanan berjalan lancar, andal, dan efisien. Peran ini mencakup pengelolaan tim operasional serta pemantauan konektivitas jaringan, infrastruktur IT, perangkat komputer, dan aplikasi pendukung demi menjaga stabilitas operasional. Tugas utama meliputi penyediaan dukungan teknis dan pemecahan masalah (troubleshooting) untuk jaringan, perangkat keras, perangkat lunak, serta penanganan insiden dan permintaan layanan sesuai dengan Service Level Agreements (SLA) dan Standard Operating Procedures (SOP). Pemegang posisi juga bertugas melakukan dokumentasi yang akurat, memantau kinerja tim, memastikan kepatuhan terhadap standar operasional, serta mengidentifikasi peluang perbaikan proses demi kepuasan pengguna yang tinggi.
Tanggung jawab: Coordinate daily IT operational activities to ensure smooth, reliable, and efficient service delivery; Manage the operational team, ensuring tasks and responsibilities are carried out effectively in accordance with established procedures; Monitor network connectivity, IT infrastructure, computer devices, and supporting applications to maintain operational stability; Provide technical support and troubleshooting for network, hardware, software, and other IT-related issues; Identify, analyze, and resolve technical issues, as well as escalate complex problems to the relevant teams when necessary; Ensure all IT incidents and service requests are handled promptly and in accordance with established Service Level Agreements (SLAs) and Standard Operating Procedures (SOPs); Coordinate with internal teams and relevant stakeholders to support IT operational requirements and resolve technical issues; Maintain accurate documentation of incidents, troubleshooting activities, resolutions, and operational reports; Monitor team performance and ensure compliance with operational standards, policies, and procedures; Identify opportunities for improvement in IT operational processes to enhance service quality and operational efficiency; Ensure a high level of user satisfaction by providing responsive, effective, and professional IT support services; Job Requirements.
Kualifikasi: Minimum Diploma (D3) degree in a relevant field, such as Information Technology, Information Systems, Computer Engineering, or other related disciplines; Demonstrated leadership skills with the ability to manage and lead a team effectively; Minimum of 3 years of work experience in network operations, IT Support, Helpdesk, or similar technical service roles; Basic understanding of computer networking, including network connectivity concepts and network devices; Basic knowledge of operating systems and applications supporting Information Technology (IT) operations; Ability to perform basic troubleshooting of network, computer hardware, and IT operational application issues; Ability to identify, conduct initial analysis, and escalate technical issues in accordance with established Standard Operating Procedures (SOPs); Strong communication and coordination skills to collaborate effectively with operational teams and relevant stakeholders; Ability to prepare clear, detailed, and well-organized work documentation and reports; Ability to work independently as well as collaboratively within a team; High level of integrity, discipline, and a strong commitment to user service excellence and problem-solving.
Tanggung jawab
- Coordinate daily IT operational activities to ensure smooth, reliable, and efficient service delivery
- Manage the operational team, ensuring tasks and responsibilities are carried out effectively in accordance with established procedures
- Monitor network connectivity, IT infrastructure, computer devices, and supporting applications to maintain operational stability
- Provide technical support and troubleshooting for network, hardware, software, and other IT-related issues
- Identify, analyze, and resolve technical issues, as well as escalate complex problems to the relevant teams when necessary
- Ensure all IT incidents and service requests are handled promptly and in accordance with established Service Level Agreements (SLAs) and Standard Operating Procedures (SOPs)
- Coordinate with internal teams and relevant stakeholders to support IT operational requirements and resolve technical issues
- Maintain accurate documentation of incidents, troubleshooting activities, resolutions, and operational reports
- Monitor team performance and ensure compliance with operational standards, policies, and procedures
- Identify opportunities for improvement in IT operational processes to enhance service quality and operational efficiency
- Ensure a high level of user satisfaction by providing responsive, effective, and professional IT support services
- Job Requirements
Kualifikasi
- Minimum Diploma (D3) degree in a relevant field, such as Information Technology, Information Systems, Computer Engineering, or other related disciplines
- Demonstrated leadership skills with the ability to manage and lead a team effectively
- Minimum of 3 years of work experience in network operations, IT Support, Helpdesk, or similar technical service roles
- Basic understanding of computer networking, including network connectivity concepts and network devices
- Basic knowledge of operating systems and applications supporting Information Technology (IT) operations
- Ability to perform basic troubleshooting of network, computer hardware, and IT operational application issues
- Ability to identify, conduct initial analysis, and escalate technical issues in accordance with established Standard Operating Procedures (SOPs)
- Strong communication and coordination skills to collaborate effectively with operational teams and relevant stakeholders
- Ability to prepare clear, detailed, and well-organized work documentation and reports
- Ability to work independently as well as collaboratively within a team
- High level of integrity, discipline, and a strong commitment to user service excellence and problem-solving
Informasi lowongan
- Tipe pekerjaan
- Full-time
- Pendidikan
- D3
- Gaji
- Negosiasi
- Batas lamaran
- 01 Desember 2026