IT Infrastructure Support

HTC Global Service (Cilegon, Banten, Indonesia)

Banten, Indonesia

HTC Global Services provides IT and Business Process Services and Solutions that help businesses make digital change happen.

About this position

The IT Infrastructure Support position involves providing second-level support for IT infrastructure issues, managing desktop moves, adds, and changes, and ensuring compliance with security policies.

Responsibilities

• Provide 2nd level problem determination and resolution to the in-scope devices or IT Infrastructure problem.
• Follow and enforce Client Information Systems security rules/policies when necessary or applicable during troubleshooting/problem solving.
• Swapping of desktop/notebook when necessary while waiting for the repair to be completed.

• Perform Move, Add and Change (MAC) which means movement or relocation (within the same site), replacement, addition or removal of features, model changes and upgrades to the Desktop/Notebook Hardware (and associated cabling) and Standard Desktop Software located in Client.
• Schedule and coordinate MAC activity with the related users.
• Backup data on the devices prior to MAC, if required;
• Obtain User sign-off that the MAC activity has been performed in accordance with the requirements specified in the MAC request;
• Provide a monthly report summarizing the MAC activity for the prior month.
• Update the necessary information into the asset management system following any MAC activity.

Requirements

• Minimum 4 years of experience as IT Infrastructure Support.
• Certifications related to services to be delivered (min. ITIL Foundation).
• Understanding of the deliverables.
• Deployment plan and Service delivery plan.
• Experienced in Hardware, OS, Basic Network, Software, Peripheral Devices Support.
• Knowledge of ITSM tools and IT Asset Management.
• Soft Skills (Communication, Customer Service, Problem Solving, Team Collaboration, Time Management).
• Willing to work in shifting.