IT Technician

Gear Inc is an American owned and operated business process outsourcing company operating in Southeast Asia. Matchbox Mobile - Gear Inc provides industry leading Image Moderation, Social Media Management, IT Consulting, Application Development, Game Development, and Outsourcing Services. We are experts in moderating online user generated content.

An IT Technician in a BPO (Business Process Outsourcing) environment is responsible for providing technical support and ensuring the smooth operation of IT systems, networks, and hardware that support the business operations. The role requires maintaining the IT infrastructure, troubleshooting issues, implementing security protocols, and ensuring minimal downtime for IT systems. This role requires a blend of technical expertise, problem-solving skills, and the ability to handle IT tasks in a fast-paced, customer-focused environment.

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Key Responsibilities:

Technical Support:

Provide on-site and remote technical support to end-users, including diagnosing and resolving hardware, software, and network issues.

Assist with troubleshooting desktop, laptop, printer, and peripheral issues.

Handle IT service requests and incidents, ensuring timely resolution within Service Level Agreements (SLAs).

System Maintenance and Monitoring:

Perform regular maintenance, updates, and patching of operating systems, software applications, and security tools.

Monitor system and network performance, proactively addressing potential issues to minimize downtime.

Ensure uptime for essential business systems, including VoIP, monitoring systems.

Network and Infrastructure Management:

Assist in the configuration and maintenance of LAN/WAN networks, routers, switches, and firewalls.

Set up and maintain VPNs and remote access configurations to support BPO operations.

Perform routine network checks to ensure connectivity and proper configuration.

Security and Compliance:

Implement and monitor cybersecurity measures, such as firewalls, antivirus software, and data encryption.

Follow organizational security protocols and industry compliance standards (e.g., PCI-DSS, GDPR, HIPAA) to protect sensitive customer data.

Conduct regular security audits, vulnerability scans, and risk assessments to identify and resolve security threats.

IT Asset Management:

Manage the inventory of hardware, software, and other IT assets, ensuring proper documentation, tracking, and disposal.

Assist in the setup and deployment of workstations, including installing necessary software and configuring systems.

Ensure that IT hardware (laptops, desktops, servers) is functioning optimally and address issues such as hardware malfunctions or replacements.

Support for BPO Operations:

Provide technical support for specialized software and tools used in BPO operations.

Documentation and Reporting:

Maintain accurate documentation of technical procedures, configurations, and solutions in the knowledge base for future reference.

Provide regular reports on system performance, incidents, and resolutions to management.

Assist in the development and implementation of IT policies and procedures.

Key Skills and Experience

Holds a diploma or degree in Information Technology, Computer Science, or a related field.

Possesses relevant certifications such as CompTIA A+, Network+, MCP, or CCNA (preferred).

Has 2-3 years of experience as an IT Technician in a BPO, contact center, or fast-paced corporate environment.

Demonstrates strong knowledge of Windows, Mac, and Linux operating systems.

Skilled in troubleshooting network, hardware, and software issues efficiently.

Familiar with VoIP, CRM, and workforce management systems commonly used in BPO settings.

Experienced in managing network infrastructure including LAN, WAN, VPNs, firewalls, and switches.

Able to diagnose and resolve technical issues quickly and effectively under pressure.

Proactive in identifying and preventing potential system problems.

Communicates clearly and professionally with end-users, management, and technical teams.

Capable of explaining technical concepts to non-technical stakeholders in an easy-to-understand manner.

Works effectively both independently and as part of a cross-functional team.

Manages multiple tasks and deadlines efficiently in a dynamic work environment.

Demonstrates strong customer service orientation with a focus on minimizing operational disruptions.

Maintains a positive, can-do attitude when assisting staff with technical issues.

Benefit:

Attractive basic salary

Allowance (attendance, transportation, overtime, and public holiday)

Mental Health Care service (on site Psychologist and mental health application)

BPJS Kesehatan

BPJS Ketenagakerjaan

Private Health Insurance

Monthly internal events

Paid leave

Career path

Working Environment

International, fun, and professional working environment:

Working closely with experienced foreign experts;

Free drinks (coffee, mineral water, etc.)

Training and career development opportunities;

Sport activities and game room.

Working Location: Imam Bonjol No 502, West Denpasar, Bali