IT Support / Network Engineer (BPO Site)

Key Responsibilities

1. IT Support & Desktop Management

• Provide daily IT support and troubleshoot desktops, laptops, printers, monitors, headsets, webcams, and other office IT equipment.
• Install, configure, and maintain Windows systems, Microsoft Office/Microsoft 365, and other standard business applications.
• Manage user accounts, access permissions, email setup, and IT equipment during employee onboarding, transfers, and offboarding.
• Maintain IT asset inventory, equipment issuance and returns, endpoint security, antivirus, and system updates.
• Support call center systems, including softphones, headsets, browsers, and BPO production terminals.

2. Network & Infrastructure Operations

• Maintain and troubleshoot LAN, WAN, Wi-Fi, VPN, internet connections, and office network infrastructure.
• Assist with the configuration and maintenance of switches, routers, firewalls, wireless access points, and other network devices.
• Troubleshoot TCP/IP, VLAN, Routing & Switching, DHCP, DNS, NAT, VPN, and Wi-Fi connectivity issues.
• Monitor network performance and coordinate with ISPs, local vendors, and the China HQ IT team to resolve technical issues.
• Maintain network topology, IP address records, device configurations, and IT documentation.

3. BPO IT Operations & Incident Management

• Ensure the stable operation of IT systems, computers, and networks supporting BPO production activities.
• Respond to IT incidents and service requests in accordance with service-level agreements (SLAs).
• Diagnose, resolve, document, and escalate technical issues, including major or recurring incidents.
• Manage IT tickets and support workstation setup, office relocations, new project launches, and large-scale computer deployment.
• Provide after-hours emergency support or shift-based IT support when required by business operations.

Requirements

• Diploma (D3) or Bachelor's degree (S1) in Information Technology, Computer Science, Network Engineering, or a related field.
• Minimum 2 years of experience in IT Support, Desktop Support, Helpdesk, Network Support, or IT Infrastructure.
• Experience in BPO, contact centers, shared services, financial services, or large office environments is preferred.
• Familiar with Windows 10/11, Microsoft Office/Microsoft 365, PC hardware, printers, user account management, basic Active Directory, software installation, and IT asset management.
• Good understanding of networking fundamentals, including TCP/IP, IP addressing, subnetting, VLAN, Routing & Switching, DHCP, DNS, NAT, VPN, firewalls, and Wi-Fi.
• Familiarity with network equipment from vendors such as Cisco, MikroTik, Huawei, H3C, Aruba, Ubiquiti, Fortinet, or Sangfor.
• Able to perform network troubleshooting using tools such as Ping, Traceroute, NSLookup, and Telnet/SSH.
• Knowledge of Windows Server, Active Directory, Group Policy (GPO), network monitoring tools, and endpoint security is an advantage.
• Indonesian language proficiency is required. Basic to good working English is necessary for technical documentation and communication with regional teams.
• Mandarin proficiency is an advantage for communication with the China HQ team.
• Strong troubleshooting, problem-solving, communication, and coordination skills.