đź“Ť Location: Indonesia
🏢 Company: SRKK Group – Managed Services (MSP)
✨ We are looking for people who are humble, hungry, and smart.
Deliver High‑Quality IT Support & Operational Excellence for SRKK’s Managed Services Clients
SRKK Group is a leading end‑to‑end digital transformation consultancy with strong presences in Malaysia and Singapore. As a Microsoft Gold Partner, our Managed Services division provides proactive, reliable, and high‑performance IT operations that power our customers’ digital environments.
We are seeking an IT Support Engineer to oversee and manage the technical health of assigned customer environments. In this role, you will serve as the primary technical owner, ensuring stable operations, timely ticket resolution, excellent communication, and high customer satisfaction. You will work with modern infrastructure technologies including Microsoft servers, virtualization (VMware/Hyper‑V), networking, security, storage, and datacenter environments.
If you are a hands‑on engineer who thrives on solving problems, owning customer environments, and delivering consistent, high‑quality support — this role is where you will make strong technical impact.
💼 What You’ll Do
Technical Support & Ticket Management
- Respond to Service Desk tickets, calls, and emails, ensuring timely updates and adherence to SLA requirements.
- Troubleshoot and resolve assigned issues independently, escalating only when necessary.
- Maintain accurate updates in the ticketing system to support visibility, accountability, and billing.
Infrastructure Operations & Monitoring
- Ensure proper installation and configuration of monitoring and management tools for client environments.
- Proactively identify risks or potential issues, taking steps to resolve or prevent escalation.
- Follow operational SOPs and contribute to continuous improvement of service processes.
Customer Communication & Ownership
- Serve as the primary technical point of contact for assigned customers.
- Provide clear, timely updates to internal teams, clients, and vendors to maintain strong satisfaction levels.
- Take ownership of assigned tickets end‑to‑end, ensuring professional communication and expectation management.
Compliance, Documentation & KPI Management
- Ensure all activities and time spent are properly documented for billing accuracy.
- Meet or exceed internal and customer-facing KPIs, including SLA compliance, billable hours, and customer satisfaction.
- Maintain accurate technical documentation, status reports, and environment notes.
Continuous Learning & Professional Growth
- Enhance troubleshooting skills, proactive problem‑solving, and customer communication techniques.
- Pursue relevant professional certifications aligned with Microsoft, virtualization, and infrastructure technologies.
- Develop time management and prioritization strategies to support high service quality.
👤 Who You Are
- Strong troubleshooting capability across servers, domains, virtualization, networking, and security.
- Able to work independently while managing customer expectations confidently.
- Clear and concise communicator — both written and verbal.
- Highly accountable, disciplined, and structured in managing tasks and SLA deadlines.
- Proactive, customer‑centric, and able to adapt to dynamic environment changes.
- Committed to continuous learning — humble, hungry, smart.
🌱 Why Join SRKK Group?
- Work directly with clients as their trusted technical owner.
- Exposure to enterprise‑grade infrastructure technologies across diverse industries.
- Structured SOPs, performance frameworks, and strong engineering culture.
- Clear career progression pathway toward Supervisory / Lead Engineer roles.
- Opportunity to pursue certifications with support from SRKK.
- Be part of a collaborative Managed Services team known for reliability, trust, and operational excellence.