Published : February 21, 2023
Key Roles and Responsibilities:
- Performs IT functions such as design, analysis, evaluation, testing, debugging and implementation of applications programs supporting the company infrastructure business processes and operations and/or network-based (cloud) product systems.
- Analyzes, installs, acquires, modifies and supports operating systems, database or utilities software. Plans, conducts and directs the analysis of business problems with automated systems solutions.
- Analyzes, designs, acquires and implements projects for LAN and/or WAN systems.
- Monitors client infrastructure and solutions Identify problems and errors prior to or when they occur
- Routinely identify common incidents and opportunities for avoidance as well as general opportunities for incident reduction Investigate first line incidents assigned and identify the root cause of incidents and problems Fulfil approved requests following agreed procedures
- Provide telephonic or chat support to clients when required
- Execute approved maintenance activities including patching and configuration changes
- Follow the required handover procedures for shift changes to ensure service continuity Report and escalate incidents where necessary
- Ensure the efficient and comprehensive resolutions of incidents and requests
- Proactively identify opportunities for work optimisation
- Update existing knowledge articles or create new ones
- Identify opportunities for work optimisation including opportunities for automation of work, request fulfilment, incident resolution and other general process improvement opportunities.
Knowledge, Skills and Attributes:
- Ability to communicate and work across different cultures and social groups
- Ability to plans activities and projects well in advance, and takes into account possible changing circumstances
- Ability to maintain a positive outlook at work
- Ability to work well under pressure Ability to work hard and put in longer hours when it is necessary
- Ability to apply active listening techniques such as paraphrasing the message to confirm understanding, probing for further relevant information and refraining from interrupting
- Ability to adapt to changing circumstances
- Ability to place client at the forefront of all interactions, understanding their requirements and creating a positive client experience throughout the total client journey
Academic Qualifications and Certifications:
- Diploma, degree or relevant qualification in IT/Computing (or demonstrated equivalent work experience)
- Vocational High School (SMK IT)
- CCNA is preferred Relevant certifications
Requirements:
- At least 3 years of working experience in IT Support required for this position
- Fluent in Ms Office (Outlook, Word, Excel, Power Point, & Visio)
- Fluent in English (speaking & writing)
- Must be willing to work in Makassar, Bahodopi & Pomala
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