Deskside Support Engineer
NTT DATA, Inc.Daerah Khusus Ibukota Jakarta, Jawa, Indonesia1 day ago
Job descriptionProvide onsite and remote support for multiple locations. Troubleshoot and resolve a variety of technical problems including networking. Provide technical support for mobile device issues using ABM and Samsung KNOX, including setup, configuration, connectivity, and application troubleshooting. Respond quickly to cyber, malware alerts and location outages. Utilize remote support tools to diagnose and resolve desktop issues efficiently, regardless of user location. Proficiency with Windows and Mac operating systems, common desktop applications, and basic networking knowledge. User Coaching : Conduct one-on-one or group training sessions to help users improve their technical skills and better understand the tools and applications they use. Self‑Service Adoption : Promote and increase the adoption of user self‑service tools and resources, reducing the dependency on direct IT support. Office 365 Consulting : Serve as a consultant for Office 365 products, assisting users in maximizing the benefits of tools such as Outlook, Teams, OneDrive, SharePoint, and other Office 365 applications. Set up, configure, and troubleshoot AV equipment for meetings, presentations, and events. Provide on-site and offsite technical support during events to ensure smooth operation of all AV equipment and systems. Perform regular maintenance and testing of AV equipment to ensure reliability and optimal performance. Work closely with event organizers to understand technical requirements and ensure all AV needs are met. Assist in the planning, implementation, and troubleshooting of AV system upgrades to ensure seamless transitions and enhanced functionality. Provide dedicated and personalized desktop support to VIP users, ensuring prompt resolution of technical issues and exceptional service quality. Perform & support continuous improvement including innovation & solutioning to increase efficiency and quality of deliverables. Provide excellent customer service, maintaining a positive and professional demeanour while addressing user concerns and requests. Excellent verbal and written communication skills, with the ability to explain technical concepts to non-technical users. Strong customer service orientation, with a commitment to resolving user issues promptly and professionally. Provide hands‑on support for networking devices and facilitating network upgrades. Support IT maintenance including power shutdown & DR. Collaborate with internal and external parties to manage and resolve escalations efficiently, ensuring prompt and effective desktop support solutions. Ability to work collaboratively in a team environment and manage multiple tasks simultaneously. Leverage Office 365 tools internally to boost engagement and efficiency within the support team. Provide efficient desktop support across multiple locations, ensuring seamless remote assistance and issue resolution. Consistently meet and exceed key performance indicators (KPIs) to ensure high‑quality desktop support and service delivery. Oversee desktop support projects, ensuring timely completion and alignment with organizational goals and objectives. Efficiently manage and resolve support tickets, analyse trends to identify recurring issues, and implement solutions to enhance overall service quality. Ensure all tickets are resolved within the SLA. Adhere to the ticketing process. Ensure that issues are call out on time using the correct channel. Escalate and work with third level support / third party vendor on resolution of problem when necessary to ensure end to end resolution within the agreed response time. Adhere to the escalation process. Manage the inventory, deployment, and maintenance of desktop assets, ensuring accurate record‑keeping and regular stock checks. Ensure accurate record‑keeping and oversee the entire asset lifecycle, from procurement to disposal, to ensure cost‑effective and efficient management. Ensure accuracy of quotes and purchase orders (PO) for desktop support, managing financial transactions with precision. Collaborate with vendors, elevate issues, and ensure timely resolution. Ensure adherence to and enforcement of IT processes and policies for consistent and reliable service delivery. Develop and deliver comprehensive training programs to enhance user proficiency with desktop systems and software. Create and maintain detailed documentation for technical procedures, user guides, and knowledge base articles. Continuously update training materials and documentation to reflect the latest technology and best practices. Regularly monitor desktop support activities, ensuring adherence to performance standards and SLAs. Generate detailed reports on support metrics, incident trends, and resolution times to provide insights and identify areas for improvement. Utilize monitoring tools to proactively detect and address potential issues before they impact end-users.
We are currently seeking a Deskside Support Engineer to join our team in Jakarta, Jakarta Raya (ID-JK), Indonesia (ID).
Responsibilities
- Provide support on IT request and break-fix to NTT’s customer employees in person and through phone calls, chats and emails.
Provision new users with hardware, software, and account setup.
Ticket Management
Inventory Management
Process & Policies
Training & Documentation
Reporting & Monitoring
Language
Candidate must be able to speak / read / write in Bahasa Indonesia and English
About NTT DATA
NTT DATA is a $30 billion business and technology services leader, serving 75% of the Fortune Global 100. We are committed to accelerating client success and positively impacting society through responsible innovation. We are one of the world's leading AI and digital infrastructure providers, with unmatched capabilities in enterprise‑scale AI, cloud, security, connectivity, data centers and application services. Our consulting and industry solutions help organizations and society move confidently and sustainably into the digital future. As a Global Top Employer, we have experts in more than 50 countries. We also offer clients access to a robust ecosystem of innovation centers as well as established and start‑up partners. NTT DATA is a part of NTT Group, which invests over $3 billion each year in R&D.
NTT DATA is an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status.
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Support Engineer • Daerah Khusus Ibukota Jakarta, Jawa, Indonesia
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