IT Helpdesk

About us

PT Sinar Mandala Teknologi is a forward-thinking technology company committed to delivering innovative IT solutions and exceptional customer support. We pride ourselves on building a collaborative environment where our team members are empowered to excel and make a real impact on our clients' success. Our mission is to provide reliable, efficient, and cutting-edge technology services that help businesses thrive in an increasingly digital world.

About the role

We are seeking a dedicated and customer-focused IT Helpdesk professional to join our support team in Denpasar Barat, Bali. This is a full-time position that plays a crucial role in maintaining our clients' IT infrastructure and ensuring their systems run smoothly. As an IT Helpdesk team member, you will be the first point of contact for technical support requests, providing prompt and professional assistance to resolve issues and maximise user productivity. This role is essential to our service delivery and directly impacts customer satisfaction and business continuity.

What you'll be doing

• Respond promptly to IT support requests via phone, email, and ticketing systems, providing first-line technical assistance

• Diagnose and troubleshoot hardware, software, and network-related issues for end users

• Provide clear and professional guidance to users on using IT systems and resolving common technical problems

• Document and log all support tickets accurately, maintaining detailed records of issues and resolutions

• Perform basic system administration tasks, including user account management, password resets, and software installations

• Escalate complex technical issues to senior IT staff or specialists when necessary

• Maintain IT equipment inventory and assist with hardware distribution and setup

• Contribute to IT knowledge management by updating documentation and troubleshooting guides

• Follow company policies and procedures for IT security and data protection

• Proactively identify opportunities to improve IT support processes and user experience

What we're looking for

• High school diploma or equivalent; relevant IT qualifications such as CompTIA A+, Microsoft Certified Associate, or similar certifications are advantageous

• Proven experience in IT helpdesk or technical support environment, preferably for 1-2 years or more

• Strong knowledge of Windows and/or macOS operating systems, including troubleshooting common issues

• Familiarity with networking fundamentals, including TCP/IP, DNS, and basic network troubleshooting

• Experience with IT ticketing and asset management systems

• Excellent communication and interpersonal skills with the ability to explain technical concepts to non-technical users

• Strong problem-solving abilities and logical thinking approach to diagnosing technical issues

• Ability to work calmly and effectively under pressure whilst managing multiple support requests

• Professional attitude with a customer-focused mindset

• Fluency in Indonesian and English languages, both written and verbal

• Reliability and punctuality with a commitment to meeting service level agreements

• Willingness to learn new technologies and expand IT knowledge continuously

What we offer

At PT Sinar Mandala Teknologi, we value our employees and are committed to their professional growth and wellbeing. We offer competitive compensation packages aligned with industry standards, opportunities for career development through ongoing training and certification support, and a supportive work environment that encourages collaboration and innovation. Additional benefits include access to professional development programmes, a positive workplace culture, and the chance to work with cutting-edge technology. We recognise the importance of work-life balance and strive to create a workplace where our team members can thrive both professionally and personally.

Apply now

If you are passionate about IT support and eager to deliver exceptional customer service, we would like to hear from you. Please submit your CV, a cover letter outlining your relevant experience, and any IT certifications you hold. Join our growing team at PT Sinar Mandala Teknologi and help us continue to provide outstanding technology solutions to our valued clients.