Solve Employment is looking for an IT Helpdesk Specialist to be placed with one of our clients. You’ll be the first line of defense when things break, the calm voice when users are frustrated, and the person who keeps day-to-day IT operations running smoothly. This is a client-facing role that demands professionalism, technical competence, and a genuine service mindset.
You won’t just be logging tickets. You’ll be expected to diagnose problems accurately, resolve them efficiently, and communicate clearly with users at all levels of technical literacy. If you take pride in solving problems fast and leaving users better off than you found them, this role is for you.
What You’ll Be Responsible For
You’ll serve as the primary IT support contact for our client’s employees, ensuring technical issues are resolved promptly and operations stay uninterrupted.
Helpdesk Support: Serve as the first point of contact for all IT-related issues via phone, email, chat, or ticketing system. Triage, log, and resolve requests efficiently.
Troubleshooting & Diagnosis: Diagnose and resolve hardware, software, network, and connectivity issues across desktops, laptops, mobile devices, and peripherals.
User Account Management: Handle user onboarding and offboarding, including account creation, access provisioning, and deactivation across relevant systems.
System & Software Support: Install, configure, and maintain operating systems, applications, and standard business tools. Ensure software is up to date and properly licensed.
Network & Connectivity Support: Assist with basic network troubleshooting, including VPN, Wi-Fi, and LAN/WAN issues, escalating to senior engineers when needed.
Documentation: Maintain accurate records of issues, resolutions, and recurring patterns. Contribute to and update the internal knowledge base.
Escalation Management: Identify issues beyond first-line resolution and escalate appropriately, while keeping the user informed throughout the process.
Client Communication: Represent both Solve Employment and the client professionally at all times. Manage user expectations with clarity, empathy, and follow-through.
What We Expect
This role requires someone who is technically solid, service-oriented, and able to operate with professionalism in a client environment with minimal supervision.
Working arrangement : You’ll be work in shift, so you can expect work in day/night schedule. This job will be as a contractor, so you can work remotely.
Language: Strong written and verbal communication in English; proficiency in Bahasa Indonesia is a plus.
Experience: 3–5 years in IT helpdesk, technical support, or a related role, preferably in a corporate or client-facing environment.
Technical Skills: Solid working knowledge of Windows OS (Mac OS is a plus), Microsoft 365, Active Directory, and common business applications.
Troubleshooting: Proven ability to diagnose and resolve hardware, software, and network issues independently and systematically.
Ticketing Systems: Familiarity with helpdesk or ITSM tools (e.g., Freshdesk, Zendesk, Jira Service Management, or equivalent).
Service Mindset: Patient, professional, and user-focused. Able to explain technical issues clearly to non-technical users without condescension.
Work Setup: Comfortable working in a hybrid arrangement, splitting time between remote work and on-site presence at the client’s location as needed.
Accountability: Takes ownership of tickets from open to close. Doesn’t let things fall through the cracks.
Bonus Points If You Have
- IT certifications such as CompTIA A+, CompTIA Network+, ITIL Foundation, or equivalent.
- Experience supporting cloud-based environments (Google Workspace, Microsoft Azure, or AWS basics).
- Familiarity with remote desktop and endpoint management tools (e.g., TeamViewer, AnyDesk, Intune).
- Background working in outsourced or managed service provider (MSP) settings.
- Basic scripting knowledge (PowerShell or batch) for task automation.
You’ll be representing Solve Employment at our client’s environment, which means the bar for professionalism and reliability is high. We’re looking for someone who shows up prepared, communicates proactively, and takes pride in keeping things running. If that’s how you work, we’d love to place you.