Tech Support Administrator

Discova (Bali, Indonesia)

Bali, Indonesia

Discova is your global destination management company (DMC), having formed from a merger between Buffalo Tours (Asia) and Olympus Tours (Americas) in 2019. We have over 20 years’ experience in the travel industry, and specialise in Tailor-made Travel, Group Series, Educational Travel, and Day Tours & Transfers. We operate in 14 destinations throughout Asia and Latin America. We’re here to put people in touch with travel, and not necessarily in the ways they might be used to. We work globally, live locally, and go the extra mile to connect people with a world of possibilities. Our vision is to deliver experiential and responsible travel for our partners, growing their travel offering one unforgettable journey at a time.

About this position

Discova is seeking a results-oriented Tech Support Administrator to join our dynamic IT team in Bali, Indonesia. This critical role involves overseeing IT Service Management (ITSM) processes, ensuring optimal service delivery and identifying areas for improvement.

Responsibilities

• Monitoring and following up on the processing of ITSM tickets, providing reports as requested.
• Tracking all IT assets associated with the Asia division of the Group.
• Planning the maintenance, repair, and replacement of IT devices.
• Creating ITSM Standard Operating Procedures (SOPs), self-service guides, and training materials for back- and end-users.
• Researching and updating knowledge on the latest technologies.
• Reporting on the IT Team's workload and performance.
• Tracking all service requests and incidents handled by the assigned support team.
• Analysing service requests, incidents, and problems to assist the IT team in improving IT service quality.
• Tracking all IT devices in detail, including licenses for firewalls, Wi-Fi access points, etc.
• Providing training for Discova team to clarify incidents and requests and encourage self-service.
• Creating SOPs and self-service articles.
• Communicating and troubleshooting network-related issues handled by various support team, such as network access and Office 365 problems.
• Proactively cooperating with various stakeholders and following up with providers to resolve incidents.
• Tracking and monitoring maintenance plans for devices.
• Contributing to the development of the IT knowledge gateway.

Requirements

• BSc (Hons) in Network and Systems Administration.
• Certifications in CCNA, MCSA, etc.
• 2+ years' experience working with ITSM platforms such as Service Desk Plus, ServiceNow, etc.
• 1+ years' experience with Office 365.
• Excellent command of English; writing, reading and speaking skills are essential.
• Proven experience in conducting analysis and generating reports.
• Proven experience in asset management utilising management tools.
• Knowledge of Windows services such as DNS, DHCP, LDAP, etc.
• The ideal candidate has a complete understanding of ITSM processes.
• A Strong problem-solving and analytical abilities is a must.
• Excellent communication and teamwork skills in English.
• Strong time management and organisational skills.
• Adaptability and willingness to learn new technologies.
• Ability to communicate technical information effectively to both other technical team members and colleagues in other departments who may not have a strong IT background.