IT Helpdesk Associate

Cove started with renting coliving spaces. Now we’ve expanded to more than just coliving spaces, providing flexibility for comfortable and enjoyable long term or short term stays in our beautiful properties. With over 8000 rooms across Singapore and Indonesia, we’re living our mission and growing our homes in South Korea and Japan. 

Believing in the power of a team, we aim to build the leading tech flexible living platform in Asia Pacific, providing high quality and community-centric accommodations. Here we also encourage authenticity and fun to fully embrace being human in a driven and result focused environment to make things happen and ensure the dream becomes a reality.

With an office located in the bustling Blok M area, our Jakarta office is easily accessible by public transport and surrounded by a wide array of trendy eateries, creating an ideal environment for work-life balance and convenience. 

Come enjoy the journey with us and become a Cove Superstar!

Job Title: IT Helpdesk/Associate/Specialist/Supervisor

Job Type: 1 year contract

Start Date: October

Reports To: IT Manager

Role Purpose: The primary objective of the IT Helpdesk is to serve as the key administrative and operational support anchor for Cove’s property network infrastructure and internal IT operations. This role is responsible for daily internet issue resolution across all live properties, monitoring vendor/ISP maintenance, maintaining accurate network documentation, and directly assisting the IT Manager  in seamless property onboarding and ISP preparation. Additionally, the role handles daily internal IT helpdesk requests to ensure smooth operational continuity for both property ground teams and internal staff.

What you’ll be doing:

• Property Internet Incident & Ticket Management: 
  • Act as the first point of contact for property internet issues raised by Property Managers, Associates, or tenants. 
  • Perform initial troubleshooting, log tickets, and follow up with ISPs (Internet Service Providers) until full resolution within agreed SLAs. 
• Network Maintenance & ISP Monitoring: 
  • Proactively monitor ongoing ISP maintenance schedules, internet downtime, and line stability across all active Cove properties. 
  • Send timely operational alerts to on-site property teams regarding scheduled downtime or network outages. 
• Property Network Documentation & Asset Management: 
  • Maintain a centralized, up-to-date database of all property network details (ISP account numbers, bandwidth capacity, IP configurations, router credentials, device inventory, and layout topologies). 
  • Manage and log all ISP billing, contract end dates, and maintenance tickets for weekly operational reviews. 
• Onboarding Support for IT Manager (Reko): 
  • Assist the IT Manager in preparing network requirements for new property onboardings (calculating bandwidth needs, site survey coordination, and hardware allocation). 
  • Lead the administrative preparation and vendor coordination for new ISP installation/line provisioning prior to property launch. 
• Daily IT Operations & Helpdesk Support: 
  • Handle day-to-day internal IT requests for Cove staff (account provisioning, software access, basic hardware troubleshooting, and office IT setups). 
  • Coordinate hardware dispatch or replacement (routers, access points, switches) to property sites in coordination with field teams. 
• Managing and prioritizing multiple high-urgency internet outage tickets simultaneously across various properties while maintaining accurate documentation. 
• High mobility requirements for occasional site visits to audit physical network setups, inspect hardware, or assist during property onboarding. 
• Coordinating with external third-party ISPs to push for fast resolution during unexpected network downtime. 
• Ticket Escalation: 
  • Authority to escalate non-performing ISP lines or unresolved network SLAs directly to vendor account managers. 
• Property Network Log Management: 
  • Authority to enforce accurate data logging and documentation standards across all property network records. 
• Basic Hardware Dispatch: 
  • Rights to prepare and authorize hardware replacement dispatches for faulty network equipment upon IT Manager approval. 

What makes you a great fit: 

• Gender: Female. 
• Minimum D3 (Diploma) in Information Technology, Computer Science, Telecommunications, or related fields. 
• Prior experience in IT Helpdesk, Customer Support, or Technical Operations.
• Experience working in an IT environment or network operations (NOC/ISP context) is a strong advantage.
• Basic knowledge of networking fundamentals (LAN, Wi-Fi, Routers, Switches, Access Points, IP Addressing, and troubleshooting). 
• High proficiency in database/documentation tools (Google Workspace, MS Excel, Notion, or Ticketing Systems).  
• Able to mobile/travel to property sites within the region whenever on-site network inspections, hardware installations, or onboarding support are required. 
• Excellent communication skills, strong problem-solving mindset, highly organized, and customer-service-oriented.