Desktop Support Engineer

Location: Indonesia (Full Onsite)
Working Hours: 24x7 Rotational Shift
Employment Type: Contract
Project Duration: 3 Years
Target Start Date: October 5

About the Role

We are seeking experienced Deskside Support Engineers to provide second-level onsite technical support for enterprise users. This role focuses on resolving complex technical issues, supporting executive users, and ensuring high service quality in accordance with strict operational SLAs.

Key Responsibilities

• Provide Level 2 onsite support for desktop, laptop, peripheral, and application-related issues.
• Act as the escalation point for incidents transferred from the Level 1 Helpdesk.
• Diagnose and resolve hardware, software, operating system, and connectivity issues.
• Support software installation, configuration, and device replacement.
• Deliver premium "white glove" support to executive and VIP users.
• Coordinate with infrastructure, application, and vendor teams for issue resolution.
• Maintain detailed incident records and contribute to knowledge base improvements.
• Ensure compliance with SLA, OLA, and customer satisfaction objectives.
• Participate in continuous service improvement initiatives.

Requirements

• Bachelor's Degree in Information Technology, Computer Science, or a related field.
• Minimum 2 years of experience in Deskside Support, Desktop Support, or IT Support.
• Strong knowledge of Windows, Microsoft 365, Active Directory, hardware troubleshooting, printers, and networking.
• Experience with enterprise ITSM/ticketing platforms.
• Strong analytical and troubleshooting skills.
• Excellent communication and customer service abilities.
• Experience supporting Financial, HR, or Investment Management systems is highly preferred.
• Willing to work in a 24x7 shift environment.

Project Environment

• Support Model: 24x7 enterprise IT Helpdesk and Deskside Support
• User Base: Approximately 500 users currently, expected to grow to 900–1,300 users
• Monthly Workload: Around 350 service requests and 150 incidents
• Performance Targets: High SLA compliance, minimum NPS of 8/10, and minimum 85% customer satisfaction rate

Salary: NA, TO be discussed