Work Hours: United States Eastern Time (9 AM - 6 PM EST)
Salary Range: 12-20 million IDR per month
About BitByBit (BBB):
BitByBit is a dynamic Managed Service Provider (MSP) committed to helping small to medium-sized businesses untangle their technical challenges. We’re seeking a skilled and dedicated Help Desk Engineer based in Indonesia who can provide outstanding technical support and customer service to our US-based clients. This role offers opportunities for growth and skill enhancement in a fast-paced, technology-driven environment.
Responsibilities
- Deliver exceptional customer service to end users via phone and email.
- Manage and update support tickets in the proprietary ticketing system, ensuring transparency and resolution from inception to closure.
- Provide remote desktop support and troubleshooting for Windows, Mac computers, and Android/iOS mobile devices.
- Utilize remote access tools (e.g., Kaseya VSA, Splashtop, LogMeIn Central) for effective problem-solving.
- Monitor, diagnose, and troubleshoot network and server issues.
- Deploy and manage antivirus solutions, backups, and applications.
- Administer Microsoft Active Directory, file servers, private/hosted email systems (e.g., Exchange, Office 365, Google Apps), and email spam filters.
- Perform website and DNS administration tasks.
- Manage virtual servers using VMware Vsphere, ESXi, and Microsoft Hyper-V.
Requirements
Skills
- Strong time-management, prioritization, multi-tasking, and problem-solving abilities.
- Exceptional critical, analytical, and strategic thinking.
- Strong command of the English language, with the ability to communicate effectively with US-based clients.
- Administration of Windows Servers (2012, 2012R2, 2016, 2022, 2025).
- Experience with Microsoft O365 administration.
- Basic knowledge of virtual desktop technologies (e.g., VMware, Citrix).
- Proficiency in firewall and switch administration, programming basics, and VOIP systems (preferred).
Experience
- Minimum of 1 year in a Managed Services IT environment preferred.
Education
- Bachelor’s degree in a technical field (preferred) or equivalent experience.
- Relevant certifications (Microsoft, Apple, CompTIA, Cisco, Fortinet) are a plus.
Benefits
- Competitive salary based on experience.
- Certification training opportunities.
- Health and dental insurance.
- Paid vacation.
- Simple IRA with employer match.
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What We Do
Bit by Bit is a Full Service IT Company. Tech Savvy. Business Smart. since 1987 We provide a wide range of technology products and services and business solutions to companies and organizations of all sizes across a variety of markets. We have specialized expertise in managed services, outsourced IT, Cloud solutions, hosted applications, document delivery and fax solutions, document management, data capture and forms processing solutions, workflow and business process management, collaboration solutions, application development, custom programming, website design, web application services, web experience management, web content management, social community platforms and digital marketing systems. We work with best of breed and industry leading software, hardware and platform providers and take the time to understand our clients specific needs and individual business requirements in order to tailor a solution and implement technology that will increase efficiency and productivity with extremely reliable performance and measurable ROI results. Our technical services and support professionals are experienced, trained and certified technologists, engineers, programmers and developers with a track record of delivering a high level of customer service. We pride ourselves on rapid response times and timely resolution and efficient completion of projects as promised and on budget. What differentiates us is is that we take time to listen and learn and understand the real business needs of our clients. It is not just the technology, but what the proper use of technology can do for you. We work together with you to help you navigate the constantly evolving world of technology and we have the expertise to determine the right path for your business. We value the long term relationships we have with our customers and work hard to continue to earn their trust. We focus on results - our reputation and your success depends on it.
