Tech Support Administrator

About the opportunity

Discova is seeking a results-oriented Tech Support Administrator to join our dynamic IT team in Bali, Indonesia. This critical role involves overseeing IT Service Management (ITSM) processes, ensuring optimal service delivery and identifying areas for improvement. The ideal candidate will manage IT assets, develop and deliver training programs to various support teams, and collaborate with key colleagues in the IT space to resolve complex incidents and problems, particularly within the Microsoft environment.

Key Responsibilities

• Monitoring and following up on the processing of ITSM tickets, providing reports as requested.
• Tracking all IT assets associated with the Asia division of the Group.
• Planning the maintenance, repair, and replacement of IT devices.
• Creating ITSM Standard Operating Procedures (SOPs), self-service guides, and training materials for back- and end-users.
• Researching and updating knowledge on the latest technologies.
• Reporting on the IT Team's workload and performance.
• Tracking all service requests and incidents handled by the assigned support team.
• Analysing service requests, incidents, and problems to assist the IT team in improving IT service quality.
• Tracking all IT devices in detail, including licenses for firewalls, Wi-Fi access points, etc.
• Providing training for Discova team to clarify incidents and requests and encourage self-service.
• Creating SOPs and self-service articles.
• Communicating and troubleshooting network-related issues handled by various support teams, such as network access and Office 365 problems.
• Proactively cooperating with various stakeholders and following up with providers to resolve incidents.
• Tracking and monitoring maintenance plans for devices.
• Contributing to the development of the IT knowledge gateway.

About You

The Essentials

• BSc (Hons) in Network and Systems Administration
• Certifications in CCNA, MCSA, etc.
• 2+ years' experience working with ITSM platforms such as Service Desk Plus, ServiceNow, etc.
• 1+ years' experience with Office 365
• Excellent command of English; writing, reading, and speaking skills are essential.
• Proven experience in conducting analysis and generating reports
• Proven experience in asset management utilizing management tools
• Knowledge of Windows services such as DNS, DHCP, LDAP, etc.
• This position is open only for Indonesian nationals.

The attributes

• The ideal candidate has a complete understanding of ITSM processes
• A strong problem-solving and analytical ability is a must
• Excellent communication and teamwork skills in English.
• Strong time management and organizational skills
• Adaptability and willingness to learn new technologies
• Ability to communicate technical information effectively to both other technical team members and colleagues in other departments who may not have a strong IT background

About Discova

As a leading regional destination management company operating in numerous destinations across South, East, and Southeast Asia, we specialize in providing comprehensive travel solutions tailored for B2B partners, ensuring seamless experiences from start to finish.

Discova holds responsible travel at its core, working responsibly with customers, host communities, and local business partners to offer the best value, highly rated experiences with customer satisfaction as a hallmark of their service.

To learn more about Discova click: https://www.discova.com/

Work Perks!

What's in it for you: We are renowned internationally for having amazing perks and an even better culture. We understand that our people are our most valuable asset. The passion and dedication of our teams keep the company on top of the industry ladder. That’s also why we offer some great employee benefits and perks outside of the norm.

Have fun: At the heart of everything we do at Discova is a desire to have fun. Reward and Recognition: Celebrate your and others’ success at our regular Buzz Nights and the annual Global Gathering—you’ll have to experience it to believe it!

Use your smarts: Our people always use their quick thinking, expertise, and tenacity to figure things out.

Love for travel: We were founded by people who wanted to travel and wanted others to do the same. That passion is evident in our people and service. From travel discounts to inspection trips, travel invigorates, and this transcends into our culture.

Be appreciated: Our benefits go beyond the industry standards as we truly value those seeking growth with Discova for an extended period.

A career, not a job: We offer genuine opportunities for people to grow and evolve. We back our people all the way, regardless of the results. We are firmly committed to supporting every employee’s professional and personal development.

Giving Back: We are proud to provide corporate social responsibility programmes across all our departments.

We thank all candidates for their interest; however, only those selected to move forward with the hiring process will be contacted.