Service Desk Technician

Nice to Meet You! We are Dropsuite, A NinjaOne Company!

We are seeking a Service Desk Technician for our growing IT department. This entry-level role is the frontlines of our team's delivery of prompt and precise IT services to our company's increasing workforce.

Leverage your knowledge of computer hardware, software, cloud platforms, and networking to identify and resolve issues and deliver appropriate technology solutions to our workforce.

In this role you will directly troubleshoot and resolve common issues and requests and will have direct access to in-team specialists and team leads as knowledge resources and escalation points for more complex issues.

Work Arrangement

• Full-time position
• Hybrid work model (2 days per week in the office)
• Monday to Friday, 5-day work week (flexible work schedule)
• Eligible to reside and work in Bandung (Indonesian citizenship only)

This position is open exclusively to candidates who reside in and are authorised to work in Indonesia. Only shortlisted candidates will be contacted.

Key Accountabilities

Conduct initial triage of new tickets from end-users:

• Prioritize tickets based on ticket type, number of users affected, and business impact
• Acknowledge and resolve requests within your scope in a timely manner
• Use internal documentation as a guide to delivering standard, compliant IT services and solutions
• Refer/reroute more complex tickets to appropriate specialists, resolver groups, or other partners

Deliver frontlines service and support in response to incoming tickets:

• Employee Onboarding (Accounts & access, Hardware, Software, Day-1 enablement)
• Hardware break/fix, OS/software troubleshooting
• Request fulfillment (Licenses, Access requests, Creation/administration of standard resources)

Collaborate with the team:

• Consult with in-team knowledge experts as needed
• Give feedback on processes and existing documentation as part of continual improvement
• Knowledge-share and back up your teammates to help us deliver on team-level objectives
• Assist with hardware stock/inventory/logistics-related processes (hardware lifecycle)

Qualifications and Competencies

• Diploma or Degree in computer science or a related field.
• Minimum 3 years of experience as an IT Service Desk or similar role.
• Excellent troubleshooting and technical support skills for both hardware and software issues.
• Moderate time management/organizational skills
• Polished verbal and written communication skills
• Prior ticketing system experience, such as FreshService, Jira Service Desk, Zendesk, ServiceNow.
• Remote support/troubleshooting experience, using RMM & similar endpoint management tools
• Basic knowledge of device/software security best practices
• Basic hardware troubleshooting
• OS support experience (Windows & Mac)
• Working knowledge of Microsoft Office 365 suite

Why Join Us

At Dropsuite, now proudly part of NinjaOne, we are on a mission to safeguard business information and help businesses stay in business. We are a global, fast-growing, partner-centric company building secure, scalable, and highly usable cloud backup technologies for businesses of all sizes. Today, we perform billions of backups daily for organizations across more than 100 countries.

As we enter an exciting new chapter with NinjaOnea leader in endpoint management, security, and IT automationour combined strengths enable us to drive even greater impact, innovation, and global scale. Together, we are building a world-class platform that empowers IT teams with simplicity, performance, and reliability.

At our core, we are a team of hungry owners: we are tenacious in our pursuit of excellence and take full ownership in everything we do. We are deeply customer-focused, collaborative, and solutions-driven. We play as a teamrespecting, supporting, and elevating one another every step of the way.

Join us as we shape the future of IT and data protectionpowered by passion, purpose, and the spirit of ownership.

Rewards That Go Beyond

• Competitive compensation
• Health insurance for you and your dependents
• Social Security (BPJS Ketenagakerjaan)
• Hybrid work model
• 12 Days of Annual Leave
• Entitled to Indonesia Public Holidays
• Other leave benefits, such as Wedding leave
• Free lunches in office
• Growth opportunities
• Work in a global company with meaningful work, highly skilled colleagues and an amazing culture

Diversity and Inclusion Statement

Dropsuite is an Equal Employment Opportunity and Affirmative Action Employer. Qualified applicants will receive consideration for employment without regard to race, colour, religion, sex, sexual orientation, gender perception or identity, national origin, age, marital status, protected veteran status, or disability status.

As part of our recruitment process, we may collect personal data to support hiring-related activities such as screening, assessment, and communication. This information is collected solely for recruitment purposes and handled in accordance with applicable data protection and privacy regulations. Your data will be treated with strict confidentiality and used only to facilitate your application with us.

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