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Infra Support Analyst

Ofi Indonesia (Jakarta)
Jakarta
DKI Jakarta, Indonesia 🇮🇩
ofi is a global leader offering naturally good food & beverage ingredients and solutions. Pioneers at heart we operate at the forefront of consumer trends to provide food & beverage manufactures and retailers with products and ingredients that will delight their customers. Making a positive impact on people and plane is part of that delight. At every stage, from plant to palate, we take care of the ingredients. With deep-rooted presence in the countries where our ingredients are grown, we are closer to farmers, enabling better quality, and more reliable, traceable and transparent supply. Supplying products and ingredients at scale is just the start. We add value through our unique manufacturing footprint and complementary portfolio of natural, delicious and nutritious products. We share our fresh ideas, ingredients and solutions so our customers can unleash the sensory and functional attributes of cocoa, coffee, dairy, nuts and spices to create naturally healthy and delicious food & beverage products for their consumer. And whoever we’re with, whatever we’re doing, we always make it real. Since 1996, we have gradually built up our businesses in Indonesia from a simple trader to a large scale midstream player. We produce various types of agribusiness products ingredients such as cocoa, coffee and many more with more than 400,000 farmers, collectors, and suppliers throughout the archipelago. We are the largest exporter of Robusta coffee and the leading exporter of Arabicas in Indonesia, also the largest exporter of cocoa products. We recognize that communities need support to improve quality and yields, particularly in the face of climate change. We, therefore, run some of the most extensive sustainable sourcing programs in Indonesia. We provide direct employment to almost 1,200 employees and over 2,000 seasonal workers who work closely with our suppliers from Sumatera and Java to Sulawesi.

About this position

The System Level 1 Support role is responsible for providing technical support to end-users in an organization. The position involves answering user inquiries via phone, email or in-person, identifying and diagnosing technical issues, and resolving them through troubleshooting or escalation to Level 2 or 3 support. Acting as bridge between users and technology team for issue resolution.

Responsibilities

• Provide technical support to end-users through various channels including phone, email, chat, or in-person.
• Identify and diagnose technical issues and escalate as required to Level 2 or 3 support.
• Troubleshoot hardware, software, and network-related issues.
• Install and configure hardware and software as required.
• Maintain accurate records of all support requests, incidents, and resolutions in the ticketing system.
• Collaborate with other IT teams to ensure issues are resolved in a timely and efficient manner.
• Train end-users on the proper use of hardware and software applications.
• Provide exceptional customer service to all end-users.
• Highly experienced in providing support to Large Corporate Infrastructure 180+ end users
• Hands on experience in desktop, laptop, printer & scanner configuration
• Installation & Troubleshooting of Antivirus, MS office, outlook clients and other software
• Hands on experience in supporting Windows 7/10/11, Patch management, etc.
• Experience in troubleshooting all office network related issues (Switches/Wifi)
• Sound knowledge of LAN/WAN/MPLS / SDWAN
• Ability to work with teams across geographies and time zones
• Hands on experience in Asset Management tools i.e. Desktop Central
• Good communication skill to handle corporate users.
• Sound knowledge of Office 365 to prepare reports and dashboards.
• Good Technical knowledge of latest technology trends
• Vendor management.
• Coordinate discussions between Central IT and country team
• Managing other locations within and around Indonesia (cluster) and their resources.
• Video conferencing configuration.

Requirements

• Degree or Diploma in Computer Engin