IT Support Helpdesk Staff

About the role

PT. Milenial Solusi Internusa is seeking an enthusiastic and technically proficient IT Support Helpdesk Staff to join our growing Information & Communication Technology team. This is a full-time position based in South Tangerang, Banten. In this role, you will be the first point of contact for our users, providing technical support and resolving IT-related issues to ensure smooth business operations. You will play a crucial part in maintaining our IT infrastructure and delivering exceptional customer service to internal and external stakeholders.

Key responsibilities

1. Provide first-level technical support to end-users via telephone, email, and ticketing systems

2. Diagnose, troubleshoot and resolve hardware, software and network-related issues efficiently and professionally

3. Document all support requests and resolutions in the helpdesk management system for record-keeping and analysis

4. Escalate complex technical issues to senior IT staff or relevant departments when necessary

5. Install, configure and maintain computer hardware, software applications and peripherals

6. Provide user training and guidance on IT systems, applications and best practices

7. Maintain IT asset inventory and ensure compliance with company IT policies and procedures

8. Monitor system performance and respond to alerts to prevent potential issues

9. Contribute to the improvement of IT support processes and documentation

10. Support IT projects and initiatives as required by management

What we're looking for

1. Proven experience working in an IT helpdesk or technical support environment, preferably 1-3 years

2. Strong knowledge of Windows and/or Linux operating systems

3. Proficiency in troubleshooting common hardware and software issues

4. Experience with ticketing systems and IT service management tools

5. Excellent communication skills with the ability to explain technical concepts in simple terms to non-technical users

6. Problem-solving mindset with strong analytical and critical thinking abilities

7. Ability to manage multiple support requests and prioritise workload effectively

8. Customer service-oriented approach with patience and professionalism

What we offer

1. Competitive salary and benefits package aligned with industry standards

2. Opportunities for professional development and technical training programmes

3. Career advancement pathways within the IT department

4. A collaborative and supportive work environment

5. Exposure to diverse technologies and IT infrastructure systems

6. Structured onboarding and mentoring from experienced IT professionals

7. Work-life balance with standard working hours and leave entitlements