IT SUPPORT (TECHNICAL SUPPORT)

About the role

PT SINAR MANDALA TEKNOLOGI is seeking a dedicated and proactive IT Support (Technical Support) professional to join our technology team. This is a full-time position based in West Denpasar, Bali, where you will play a crucial role in ensuring our systems and infrastructure operate smoothly. As an IT Support specialist, you will be the frontline support for our organisation, providing technical assistance to end-users and maintaining the health of our IT infrastructure. This role is essential to our operations, ensuring minimal downtime and maximising productivity across the company.

Key responsibilities

• Provide first and second-line technical support to end-users across the organisation via phone, email, and in-person assistance

• Troubleshoot and resolve hardware, software, and network-related issues in a timely manner

• Install, configure and maintain computer systems, peripherals, and software applications

• Monitor and maintain IT systems, servers, and network infrastructure to ensure optimal performance

• Create and maintain accurate documentation of support tickets, system configurations, and troubleshooting procedures

• Perform regular system backups and ensure data security protocols are followed

• Assist with user account management, access controls, and permission settings

• Provide training and guidance to users on IT systems and software applications

• Escalate complex technical issues to senior IT staff or external vendors when necessary

• Maintain IT inventory and track hardware and software assets

What we're looking for

• Proven experience in IT support or technical support roles within a software engineering or ICT environment

• Strong knowledge of operating systems including Windows, macOS, and Linux

• Experience with network troubleshooting and basic networking concepts (TCP/IP, DNS, DHCP)

• Proficiency in ticketing systems and IT asset management tools

• Excellent problem-solving skills with the ability to diagnose and resolve technical issues independently

• Strong communication skills with the ability to explain technical concepts to non-technical users

• Ability to work efficiently under pressure and manage multiple support requests simultaneously

• Knowledge of cybersecurity best practices and data protection principles

• Relevant IT certifications such as CompTIA A+, Microsoft Certified: Modern Desktop Administrator, or equivalent qualifications are highly desirable