IT Support Helpdesk  

This Post is for a cloud and managed service provide company based in Jakarta.

• As a desktop support engineer you will ensure the smooth running of day to day objectives, delivering excellent customer service and first class technical support for customers.
• Working closely with Client Infrastructure Services, the Virtualization and Platform will be responsible to develop and maintain operational best practices to deploy and implement systems and all Interlard Cloud offering to our clients.
• You will leisure effective monitoring, reporting, and life-cycle management solutions services through our hosted environments.
• Report to Head of Operation Manager
• Helpdesk support covering 24x7 support
• Delivering a first class service, focusing on customer satisfaction and responding to internal customer needs
• Close attention to service level agreements and setting a clear expectation to the customer
• Participation within the technical team and ensuring a good work ethic
• Create and maintain monitoring and reporting of cloud infrastructure health, performance;
• Manage the monitoring, updating to Operation Manager daily, weekly and monthly;
• Manage ticket SLA
• Responsible for performance management, service and client experience coaching, training and development of employees.
• Ensures the team is up-to-date on product functionality, tools, industry trends and best practices in Cloud industries
• Promote the company culture
• Politeness culture in day to day
• Good manners
• Evaluate the performance of the department processes, report Key Performance Indicators, get customer feedback, keep abreast of the best practices, recommend adjustments and implement changes.
• Achievement performance SLA 99,9%;

• A minimum of 1-2 years of IT experience within customer care or support in same business;
• 1st line support helpdesk environment, the emphasis being 2nd line (e.g. troubleshoot and solving the issue)
• Ability to provide technical support on Windows, Linux Operating System;
• Good knowledge of Windows, Linux on the basic concept of DNS, DHCP, Web Service and Database;
• Good understanding of networking TCP/IP fundamental, basic switching and routing concept;
• A strong focus on providing excellent customer service and communication skills;
• Good understanding of cloud environment, provisioning vm, providing private network, floating ip etc ( Plus point);
• Good understanding of backup, monitoring fundamental (Plus Point);
• Have linux redhat certification (RHCSA) “must have”
• Programing language (Bash, PHP, MySQL) (Plus Point)