Information Technology Support Engineer

IT Support Engineer

Jakarta, Indonesia | US Time Zone Coverage (Night Shift)

Role Purpose

WTA is a growing global freight forwarder with offices across the UK, USA, Asia and the Middle East, with continued expansion into new markets. We are looking for an experienced IT Support Engineer to join our global IT team, providing first-line support across multiple international offices.

Working as part of a collaborative global support team, you will be the first point of contact for IT queries, resolving technical issues, supporting Microsoft 365 environments and helping maintain reliable IT services across the business. You will also receive structured training to become a first-line CargoWise support specialist.

The working pattern provides coverage during US business hours, extending WTA's IT support into the American working day. US users benefit from having a colleague in their time zone, but the engineer's responsibility is to the whole global queue.

This is an operationally critical role. The right person will be technically capable, communicative, calm under pressure and able to resolve a broad range of issues independently while contributing actively to a distributed global team.

Key Responsibilities

• Provide first-line IT support via phone, email and remote tools.
• Resolve Microsoft 365, Windows, networking and user account issues.
• Manage user onboarding/offboarding and device provisioning.
• Support Microsoft Entra ID, Intune and endpoint management.
• Troubleshoot hardware, software and connectivity issues.
• Document solutions and contribute to the IT knowledge base.
• Develop into first-line CargoWise support through structured training.
• Work closely with IT colleagues across the UK, USA and Asia.
• Operate to high standards of data integrity, handling user data and access permissions responsibly and in line with GDPR and company data protection policies.
• Hand over in-progress work to the UK team during the natural overlap window at the end of the Jakarta working day (approximately 09:00 – 10:00 UK time)
• Participate in daily team stand-ups and weekly team meetings via video.

Skills and Experience

Essential

• Excellent spoken and written English, with the fluency and confidence to handle direct support contact with users across the globe. This is a non-negotiable requirement.
• Minimum of 3 years IT support experience.
• Strong Microsoft 365, Entra ID (Azure AD) and Intune experience.
• Windows 10/11 troubleshooting skills.
• Active Directory user administration experience.
• Experience using IT ticketing systems.
• Self-motivated with excellent customer service and communication skills.
• Willingness to learn CargoWise.

Desirable

• Microsoft certifications (MS-900, AZ-900 or similar).
• Experience with Microsoft Defender, Mimecast or other security platforms.
• ITIL knowledge.
• Logistics or freight forwarding experience.

Working Arrangements

This role operates Monday to Friday, 9am-5pm US Central Time, which corresponds to approximately 11pm-6am Jakarta time. Exact Jakarta hours shift by one hour twice a year in line with US daylight saving. The working pattern extends WTA IT support coverage into US business hours, with handover to the APAC engineer at the start of their day.

The role works to the Indonesian public holiday calendar. A shift premium applies to reflect the overnight working pattern.