Senior IT Support / Helpdesk

About the job

Noraa & Co. is supporting a confidential large-scale company in Indonesia that is going through a major technology transformation. The organization operates in a business-critical environment where reliable IT support, workplace technology, and fast issue resolution are essential to daily operations.

We are looking for a Senior IT Support / Helpdesk professional who can provide hands-on technical support, troubleshoot user and device issues, support IT operations, and help maintain a responsive, service-oriented support environment.

Position Overview

As Senior IT Support / Helpdesk, you will support internal users, business teams, and operational teams across workplace technology, endpoint devices, access support, network/connectivity issues, and day-to-day IT service requests. This role is suitable for someone who is hands-on, structured, service-minded, and comfortable working in a fast-paced operational environment.

Responsibilities

• User & Helpdesk Support
• Provide day-to-day IT support for users, including hardware, software, device, connectivity, and access-related issues.
• Respond to helpdesk tickets, troubleshoot problems, escalate when needed, and ensure timely resolution.
• Support employees professionally with a clear service mindset and strong communication.
• Endpoint, Device & Workplace IT
• Support laptops, desktops, mobile devices, printers, office technology, and related workplace IT needs.
• Assist with device setup, replacement, configuration, maintenance, and troubleshooting.
• Help maintain IT asset records and coordinate device lifecycle activities.
• Network, Access & Operational Support
• Support basic network, Wi-Fi, access point, connectivity, and internal system access issues.
• Assist with user onboarding, offboarding, account setup, access provisioning, and access removal.
• Coordinate with infrastructure, security, and other technology teams for escalated issues.
• Documentation & Process Improvement
• Maintain ticket documentation, troubleshooting notes, knowledge base articles, and support records.
• Identify recurring issues and recommend practical improvements to support efficiency and service quality.
• Contribute to a reliable, accountable, and responsive IT support culture.

Qualifications

• Solid experience in IT support, helpdesk, desktop support, service desk, workplace IT, or infrastructure support.
• Hands-on experience supporting user devices, operating systems, office applications, connectivity, basic networking, and access-related issues.
• Familiarity with ticketing systems, IT asset tracking, endpoint management, and IT support documentation.
• Good communication skills, service orientation, ownership, and ability to work with users from different functions.
• Experience in a fast-paced, multi-location, operational, or large-scale business environment is highly preferred.
• Willing to work full WFO at Head Office in Mampang, South Jakarta.

Working Arrangement

• Full WFO at Head Office, Mampang, South Jakarta.
• Monday to Friday.
• Working hours follow company policy: 08:00–18:00 or 09:00–19:00, including working time and break time.
• May be required to support urgent issues or on-call arrangements based on business needs and team schedule.