IT Service Desk

Responsibilities

Act as the Point of Contact (SPOC) for all IT service requests and incidents.

Perform continuous monitoring of network, connectivity, and infrastructure services using monitoring tools.

Receive, log, and handle incidents and service requests related to connectivity, network devices, and Data Center services through the ticketing system.

Perform initial troubleshooting (Level 1 / Level
2) and ensure resolution in accordance with applicable SOP and SLA.

Escalate unresolved issues to the relevant departments or third-party vendors based on the escalation matrix.

Support Data Center operations, including environment checks, device installation, cabling arrangement, and maintenance activities.

Manage Data Center access and coordinate technical tasks and maintenance activities.

Ensure accurate and complete documentation in the ticketing system, including incident details, root cause analysis, and resolutions.

Prepare and deliver daily and monthly operational reports.

Ensure compliance with operational SOP, security policies, and Data Center service management standards.

Physically and mentally healthy.

Bachelor’s degree (S1) in Information Technology, Computer Science, Informatics Engineering, Computer Engineering, or a related field.

Minimum 1 year of working experience as a Network Operations Center (NOC) or Data Center Operations.

Good understanding of network monitoring operations, internet connectivity, Service Level Agreements (SLA), and incident handling processes.

Basic knowledge of Data Center operations, including power systems, cooling, racks, cabling, environment monitoring, and other supporting infrastructure.

Basic understanding of computer networking, such as TCP/IP, DNS, and DHCP, as well as fundamental knowledge of routers, switches, and firewalls.

Familiar with or knowledgeable in using monitoring tools such as PRTG, Zabbix, Solar Winds, Nagios, The Dude, or similar tools.

Proficient in using Microsoft Office, especially Microsoft Excel.

Strong troubleshooting and analytical skills.

Good written and verbal communication skills.

Able to work under pressure in a service-oriented environment.

Self-motivated, disciplined, and able to work independently as well as collaboratively in a team.

Willing to work on a 24x7 shift schedule.

A new established company in early 2020, PT Solusi Jasa Teknologi (Sojatek) is focusing on end-to-end IT Managed Network & Delivery Services, Implementation, DRC Solution, IOT and Consulting. The team have a native understanding and in-depth knowledge on multiple business process and environment.