job description
Join APICAL Group as a Senior IT Operations Support Specialist in Bali and play a pivotal role in ensuring seamless IT operations across our Jakarta headquarters and regional sites. As the first point of contact for end-users, you will deliver high-quality first and second-level IT support, troubleshooting technical issues, and maintaining system reliability to empower our teams with uninterrupted productivity.
This is a unique opportunity for a seasoned IT professional to contribute to a dynamic, fast-growing organization while enjoying the vibrant work-life balance of Bali. Your expertise will directly impact operational efficiency, user satisfaction, and the scalability of our IT infrastructure.
If you thrive in a collaborative environment, possess strong problem-solving skills, and are passionate about delivering exceptional IT support, we invite you to apply and help shape the future of our digital workplace.
Responsibility
- Serve as the primary contact for end-users, providing first and second-level IT support via phone, email, and in-person assistance.
- Diagnose, troubleshoot, and resolve hardware, software, and network-related issues efficiently.
- Monitor and maintain IT systems, servers, and infrastructure to ensure optimal performance and minimal downtime.
- Collaborate with cross-functional teams to deploy, configure, and upgrade IT systems and applications.
- Document IT processes, incident reports, and solutions in a structured knowledge base for future reference.
- Implement and enforce IT security policies, protocols, and best practices to safeguard company data.
- Provide training and guidance to end-users on IT tools, software, and cybersecurity awareness.
- Escalate complex technical issues to third-level support or external vendors when necessary.
Qualifications
- Bachelor’s degree in Information Technology, Computer Science, or a related field.
- Minimum 5 years of experience in IT support, operations, or a similar role, with a focus on enterprise environments.
- Proven expertise in troubleshooting Windows/macOS, Microsoft Office 365, Active Directory, and network configurations.
- Strong knowledge of ITIL frameworks and service management best practices.
- Excellent communication and interpersonal skills to interact with non-technical users.
- Certifications such as CompTIA A+, Network+, or Microsoft Certified IT Professional (MCITP) are a plus.
- Ability to work independently, prioritize tasks, and manage time effectively in a fast-paced environment.
- Willingness to travel occasionally to Jakarta and other sites as required.