Accord Innovations Hiring! Full Time Desktop Service Engineer in Federal Territory - Ricebowl

Key Responsibilities

Technical Support & Ticket Management

PC /Laptop support

• First-line support: Provide exceptional technical assistance via phone, email, chat, and ticketing portals to users in Indonesia.
• Troubleshooting: Diagnose and resolve hardware, software, network, and application issues (e.g., Windows/macOS, Microsoft 365, Active Directory, VPN).
• Ticket lifecycle: Record, categorize, prioritize, and track all incoming incidents and service requests using ITSM tools (such as ServiceNow or Jira Service Desk).

Return to Service (RTS) Execution

• Incident restoration: Drive the controlled process of restoring IT systems, hardware, or applications to operational readiness following outages or maintenance.
• System verification: Validate system functionality, user access, and performance baselines before formally handing systems back to the business.
• Stakeholder communication: Provide clear, timely updates to Indonesian business leaders regarding critical incident status and estimated RTS timelines.
• Post-incident handoff: Document immediate workarounds and resolution steps to support root-cause analysis and knowledge-base creatio

Role Requirements

Experience & Education

• Experience: Minimum of 2–3 years of experience in an IT Service Desk, Helpdesk, or Technical Support role.
• RTS exposure: Proven experience working within an ITIL framework, specifically handling incident management and Return to Service (RTS) procedures for technical assets.
• Education: Bachelor’s Degree or Diploma in Information Technology, Computer Science, or a related field (or equivalent practical experience).

Technical Skills

• Strong knowledge of enterprise environments: Active Directory, Microsoft 365, VPN, and network troubleshooting.
• Experience operating within standard ITSM software platforms.
• Familiarity with ITIL foundations (ITIL certification is a major advantage).