It Support Engineer (Openway)

🙌🏻 About Us

OpenWay Group is the developer of Way4, a digital banking and payment software platform. It covers every aspect of the payments business — account management, card issuing, merchant acquiring, transaction switching, digital wallets, tokenization, and fleet cards. Headquartered in Belgium, OpenWay has office locations around the globe and serves clients in 83 countries. Way4 software solutions are used globally by banks, fintechs, payment processing companies, e-commerce and POS acquirers, national payment schemes, PSPs, oil and telecommunication companies, including both tier-1 organizations and startups. Our clients can choose between on-premises, cloud, SaaS or a hybrid deployment of OpenWay solutions depending on their operational model. OpenWay holds a #1 global ranking in software solutions for Payment Processing Platforms by Aite, also by Gartner and Omdia. It was ranked "Market Leader in Digital Wallets" by Omdia and awarded as "Best Payment Software Solution Provider in the Cloud" by PayTech.

💰Salary

Rp 7,000,000 - 12,000,000

👑 Job Role

• Configuring and installing various network devices and services
• Maintaining, upgrading and troubleshooting network (Ubiquity router, switch, AP, and Synology NAS) remotely for office : Jakarta , Kuala Lumpur, Hanoi, Ho Chi Minh
• Familiar with virtualization using ESXi Hypervisor and VMWare
• Provide first line technical support, answering user queries relating to hardware and software problems
• Resolve IT support issues, aiming to resolve as many issues as possible as the first point of contact 
• Give users confidence that their issue is understood and being dealt with promptly 
• Keep them informed of progress, driving issues through to resolution, offering mitigations where applicable 
• Escalate incidents with accurate documentation to service owners, when required 
• Analyze user problems or enquiries and follow through to resolution and to ensure users are able to continue to work
• Monitor the ITSM system queue for incidents & requests ensuring all issues raised are dealt with
• Prioritize and manage several open issues at one time 
• Ensure all issues are accurately logged
• Perform post-resolution follow-ups with colleagues, as required
• Use remote tools and diagnostic utilities to aid in troubleshooting 
• Evaluate documented resolutions and analyse trends for ways to prevent recurring issues 
• Alert management and service owners to emerging trends in incidents 
• Process management such as new joiners, leavers, mobile distribution, laptop loans, etc. 
• Install, update and troubleshoot Windows and macOS operating systems & software 
• Troubleshoot Office 365 related issues
• Be aware of the technologies, ITIL processes and procedures in use within the IT department  

⛩️ Requirements

• Hands-on experience with Windows 10, Windows Server 2012/2019 and macOS operating systems
• Hands-on experience in networking, routing and switching 
• Experience with Active Directory, understanding of the principles of DNS, DHCP, WDS, WSUS
• Basic understanding of network principles (TCP/IP protocol family)
• Good verbal and written English communication skills
• Must have 3 years of experience in the relevant field
• Bachelor's degree in Information Technology, Computer Sciences or relevant discipline

🎁 Perks

• Competitive Salary
• Medical Insurance
• THR / Bonus system
• Period Leave