Contract Type: PKWT/Contract Placement Location: At One of Our Clients (Jakarta Area) Working System: Full WFO & Shifting Technical Support: Act as the primary responder for all incoming IT support requests via ticketing systems, email, and phone. Troubleshooting: Diagnose and resolve issues related to Windows/macOS operating systems, Microsoft 365, internal applications, and hardware peripherals (printers, monitors, etc.). Network & Connectivity: Assist in maintaining stable network connections, including basic troubleshooting of LAN/WAN, Wi-Fi, and VPN access. User Lifecycle Management: Manage user accounts, including onboarding/offboarding, password resets, and permission adjustments in Active Directory or Google Workspace. Asset Management: Track and maintain an inventory of all IT assets and equipment; perform routine preventive maintenance. Documentation: Maintain detailed records of all incidents and resolutions in the ticketing system and contribute to the internal IT knowledge base. Escalation: Identify and escalate complex issues to Level 2 or Level 3 support teams while maintaining ownership and providing updates to the user.

Receive and record incoming calls/emails/web request from end users in the service desk system. Work with users to collect information pertaining to incidents/service requests. Log incident records accurately and completely. Perform standard enquiries to the user to diagnose the problem. Analyze incidents to determine category and severity. Resolve incidents as capable and where resolution is not possible assign call to level 2 support group. Track incidents that have been handed to other delivery teams. Utilize solutions submitted into the knowledge database to resolve common issues. Communicate to end users on service interruptions when required. Work together with other support groups to ensure seamless transfer or hand-over of incidents/service requests. Be well-updated with developments in SSC scope of services in IT, HR, Procurement or Finance services. Perform services adherence to Sinarmas IT policies, guidelines, and procedures. Seek opportunities, develop and maintain knowledge. Receptive to performance and developmental feedback. Prepare the Standard Operating Procedures (SOP) required for the effectiveness and quality of the services provided. May be required to work on pre-defined shift plans and / or be on standby for operations support

Support & Collaboration Provide first-level technical support for employees across Head Office (HO), Warehouse (WH), and Work From Home (WFH) environments. Troubleshoot and resolve hardware, software, and network issues in a timely manner. Collaborate with internal teams to support IT-related needs and projects. Manage and monitor IT service requests/ticketing system. Coordinate with vendors, ISPs, and external service providers. Maintain and manage IT assets, including hardware inventory and software licenses. Server & Cloud Administration Maintain and manage cloud infrastructure environments. Maintain on-premise servers and ensure optimal performance. Perform system and server monitoring to ensure reliability and uptime. Network Administration & Security Configure and maintain LAN/WAN infrastructure, including high-availability (HA) internet failover. Maintain VPN (tunneling & split tunneling) and ZTNA implementation. Manage network security policies and access controls. Troubleshoot network-related issues. Manage user access and device security roles.

Act as first-level technical support for log investigation during operational incidents or error reports. Escalate potential bugs or abnormal system behavior to the engineering/development team as needed. Extract and organize data from logs to support operational needs. Monitor and analyze system/application from various sources (e.g., Log, Datadog).

Software Development: Gather and draft technical requirements, identify technical user stories and software requirements specifications that serve as the build-to specification for development Design, code, test, and maintain software, systems, and components using appropriate programming languages and technologies. Conduct software integration with external interface development (e.g., API, Webhooks, or communication paths from different platforms, applications, and databases). Implement clean, efficient, and well-documented code following software development best practices and coding standards. Develop and execute unit tests, perform code reviews, and participate in quality assurance activities to ensure software reliability, performance, and scalability. Assisting software design activities, including creating technical specifications, system architecture, and database design to meet project requirements. Create and maintain technical documentation, including system specifications, user manuals, and operational guides. Software Maintenance: Identify and resolve technical issues and bugs in software through debugging, troubleshooting, and root cause analysis. Investigate and resolve software defects and issues, providing timely support to minimize system downtime. Continuously monitor and enhance existing applications to improve performance, functionality, and user experience. Identify and address performance bottlenecks, optimizing code and infrastructure to maximize application speed and efficiency.

1. Mengawasi dan mengkoordinasikan tim staff. 2. Mengembangkan aplikasi berbasis web dan mobile sesuai kebutuhan perusahaan. 3. Melakukan review, testing, dan debugging terhadap aplikasi yang dikembangkan. 4. Memastikan kualitas kode (code quality), keamanan sistem, dan performa aplikasi. 5. Berkoordinasi dengan user/internal department terkait kebutuhan sistem. 6. Membuat perencanaan proyek IT (timeline, resource, dan deliverables). 7. Melakukan maintenance dan troubleshooting sistem yang berjalan. 8. Mengelola database serta integrasi API. 9. Memberikan pelatihan atau arahan teknis kepada tim IT. 10. Membuat dokumentasi teknis dan laporan perkembangan proyek. 11. Memastikan jaringan berjalan lancar. 12. Memastikan SOP dijalankan dengan benar. 13. Melakukan backup data. 14. Support kegiatan IT / departemen lain.

Handle daily purchasing activities and ensure timely procurement Source and compare suppliers for best price, quality, and lead time Process PR/PO and monitor delivery to avoid stock shortages Maintain vendor relationships and monitor performance Coordinate with internal teams (operation, warehouse, finance) Ensure compliance with company purchasing procedures Support store openings and operational needs Maintain supplier database and develop alternative vendors