IT Support Specialist / Help Desk Analyst
About Koala Kreatif
Koala Kreatif is a fast-growing BPO company providing multiple business services including IT infrastructure, software development, security operations, customer support, and design services. We bridge top talent from Southeast Asia with innovative U.S.-based businesses through our remote-first model.
We are currently hiring a creative and tech-savvy UI/UX Designer who specializes in Figma and leverages AI tools to create exceptional user experiences for our U.S.-based clients.
About the Role
You’ll provide first-line support for end-user issues, troubleshoot hardware and software problems, and ensure smooth IT operations for remote teams. This is a fully remote, full-time role with night shift hours (Indonesian time) aligned to U.S. Eastern Time (ET).
As the first point of contact for technical issues, you’ll play a critical role in maintaining productivity for our U.S. client teams while building your skills in enterprise IT support.
Key Responsibilities
- Support end-users across Windows, macOS, Office 365, VPN, MFA, and SaaS applications
- Triage and escalate tickets to infrastructure/security teams as needed
- Perform account provisioning and basic Active Directory / Azure AD tasks
- Troubleshoot common hardware and software issues remotely
- Document solutions, maintain runbooks, and contribute to knowledge base
- Track and manage support tickets through resolution
- Assist with onboarding and offboarding user accounts
- Provide friendly, professional customer service to U.S.-based users
Requirements (Must-have)
- 1–3 years of IT support or help desk experience
- Familiarity with Active Directory, Office 365, VPN, and endpoint troubleshooting
- Basic knowledge of Windows and macOS operating systems
- Understanding of ticketing systems (Jira, ServiceNow, Zendesk, or similar)
- Fluent in English (written and spoken) and comfortable communicating remotely with U.S. teams
- Strong problem-solving skills and attention to detail
- Willingness to work night shift (Indonesian time) aligned to U.S. Eastern Time
- Patient, professional demeanor when handling user issues
Preferred Qualifications
- CompTIA A+, Network+, or Security+ (or equivalent experience)
- Microsoft Modern Desktop Administrator certification
- ITIL 4 Foundation certification or familiarity with ITIL processes
- Experience with remote support tools and screen sharing software
- Basic scripting knowledge (PowerShell, Bash)
- Experience supporting MacOS in addition to Windows
- Prior experience working with U.S.-based clients
Note: We welcome candidates who are pursuing these certifications or have equivalent demonstrated experience.
About Koala Kreatif
Koala Kreatif is a fast-growing BPO company providing multiple business services including IT infrastructure, software development, security operations, customer support, and design services. We bridge top talent from Southeast Asia with innovative U.S.-based businesses through our remote-first model.
We are currently hiring a creative and tech-savvy UI/UX Designer who specializes in Figma and leverages AI tools to create exceptional user experiences for our U.S.-based clients.
About the Role
You’ll provide first-line support for end-user issues, troubleshoot hardware and software problems, and ensure smooth IT operations for remote teams. This is a fully remote, full-time role with night shift hours (Indonesian time) aligned to U.S. Eastern Time (ET).
As the first point of contact for technical issues, you’ll play a critical role in maintaining productivity for our U.S. client teams while building your skills in enterprise IT support.
Key Responsibilities
- Support end-users across Windows, macOS, Office 365, VPN, MFA, and SaaS applications
- Triage and escalate tickets to infrastructure/security teams as needed
- Perform account provisioning and basic Active Directory / Azure AD tasks
- Troubleshoot common hardware and software issues remotely
- Document solutions, maintain runbooks, and contribute to knowledge base
- Track and manage support tickets through resolution
- Assist with onboarding and offboarding user accounts
- Provide friendly, professional customer service to U.S.-based users
Requirements (Must-have)
- 1–3 years of IT support or help desk experience
- Familiarity with Active Directory, Office 365, VPN, and endpoint troubleshooting
- Basic knowledge of Windows and macOS operating systems
- Understanding of ticketing systems (Jira, ServiceNow, Zendesk, or similar)
- Fluent in English (written and spoken) and comfortable communicating remotely with U.S. teams
- Strong problem-solving skills and attention to detail
- Willingness to work night shift (Indonesian time) aligned to U.S. Eastern Time
- Patient, professional demeanor when handling user issues
Preferred Qualifications
- CompTIA A+, Network+, or Security+ (or equivalent experience)
- Microsoft Modern Desktop Administrator certification
- ITIL 4 Foundation certification or familiarity with ITIL processes
- Experience with remote support tools and screen sharing software
- Basic scripting knowledge (PowerShell, Bash)
- Experience supporting MacOS in addition to Windows
- Prior experience working with U.S.-based clients
Note: We welcome candidates who are pursuing these certifications or have equivalent demonstrated experience.