Helpdesk
Description
Salary: Rp 3.000.000 – Rp 3.500.000 per month
About us
PT SINAR MANDALA TEKNOLOGI is a forward-thinking technology company committed to delivering innovative IT solutions and exceptional support services. We pride ourselves on fostering a collaborative environment where skilled professionals can grow and make meaningful contributions to our clients' success. Our mission is to provide reliable, efficient, and customer-focused IT support that enables businesses to operate seamlessly in an increasingly digital world.
About the role
We are seeking a dedicated and customer-focused Helpdesk professional to join our growing IT Support team in Denpasar Barat, Bali. This is a full-time position that plays a vital role in delivering first-line technical support to our clients and internal users. As a Helpdesk specialist, you will be the first point of contact for users experiencing technical issues, providing timely resolutions and exceptional service. Your work will directly impact user satisfaction and the smooth operation of our clients' IT infrastructure.
Key responsibilities
Respond to user support requests via phone, email, and ticketing systems with professionalism and promptness
Diagnose, troubleshoot, and resolve technical issues related to hardware, software, and network connectivity
Provide clear and user-friendly explanations of technical issues and solutions to non-technical users
Document all support tickets accurately and maintain comprehensive records of issues and resolutions
Escalate complex technical problems to appropriate senior technical staff or specialised teams
Perform routine maintenance tasks, including software updates, driver installations, and system patches
Assist with user onboarding, including setting up new equipment and accounts
Maintain a high level of customer service and professionalism whilst managing multiple support requests
Contribute to the creation and maintenance of support documentation and knowledge base articles
Collaborate with other IT team members to identify and implement system improvements
What we're looking for
High school diploma or equivalent; technical certification (CompTIA A+, Microsoft Certified: Modern Desktop Administrator, or similar) is highly desirable
Proven experience in a helpdesk or IT support role, ideally with 1–2 years of prior experience
Strong technical knowledge of Windows and macOS operating systems, including troubleshooting common issues
Familiarity with hardware components, peripherals, and basic networking concepts
Experience with ticketing systems and IT support software
Excellent communication skills with the ability to explain technical concepts to non-technical users
Strong problem-solving abilities and attention to detail
Ability to multitask and prioritise support requests effectively in a fast-paced environment
Patient, empathetic approach to user support with a commitment to first-contact resolution
Proficiency in English and Bahasa Indonesia is essential; additional language skills are advantageous
Willingness to learn and stay updated with emerging technologies and IT trends
What we offer
Competitive salary package commensurate with experience and qualifications
Opportunities for professional development and technical certification support
A supportive and collaborative team environment with experienced mentors
Career progression pathways within our IT department
Health and wellness benefits to support your wellbeing
A dynamic workplace in the vibrant Denpasar Barat area of Bali
Access to the latest technology and tools for effective support delivery
Flexible work arrangements and a healthy work-life balance
Apply now
If you are enthusiastic about providing excellent IT support and are eager to launch or advance your career in helpdesk services, we would love to hear from you. Please submit your CV, a cover letter outlining your relevant experience, and any IT certifications you hold. Join PT SINAR MANDALA TEKNOLOGI and become part of a team dedicated to making a difference through technology.