Job Description

About the opportunity

Discova is seeking a results-oriented Tech Support Administrator to join our dynamic IT team in Bali, Indonesia. This critical role involves overseeing IT Service Management (ITSM) processes, ensuring optimal service delivery and identifying areas for improvement. The ideal candidate will manage IT assets, develop and deliver training programs to various support teams, and collaborate with key colleagues in the IT space to resolve complex incidents and problems, particularly within the Microsoft environment.

Key Responsibilities

• Monitoring and following up on the processing of ITSM tickets, providing reports as requested.
• Tracking all IT assets associated with the Asia division of the Group.
• Planning the maintenance, repair, and replacement of IT devices.
• Creating ITSM Standard Operating Procedures (SOPs), self-service guides, and training materials for back- and end-users.
• Researching and updating knowledge on the latest technologies.
• Reporting on the IT Team's workload and performance.
• Tracking all service requests and incidents handled by the assigned support team.
• Analysing service requests, incidents, and problems to assist the IT team in improving IT service quality.
• Tracking all IT devices in detail, including licenses for firewalls, Wi-Fi access points, etc.
• Providing training for Discova team to clarify incidents and requests and encourage self-service.
• Creating SOPs and self-service articles.
• Communicating and troubleshooting network-related issues handled by various support team, such as network access and Office 365 problems.
• Proactively cooperating with various stakeholders and following up with providers to resolve incidents.
• Tracking and monitoring maintenance plans for devices.
• Contributing to the development of the IT knowledge gateway.

About You

The Essentials

• BSc (Hons) in Network and Systems Administration
• Certifications in CCNA, MCSA, etc.
• 2+ years' experience working with ITSM platforms such as Service Desk Plus, ServiceNow, etc.
• 1+ years' experience with Office 365
• Excellent command of English; writing, reading and speaking skills are essential.
• Proven experience in conducting analysis and generating reports
• Proven experience in asset management utilising management tools
• Knowledge of Windows services such as DNS, DHCP, LDAP, etc.
• This position is open only for Indonesian nationals.

The attributes

• The ideal candidate has a complete understanding of ITSM processes
• A Strong problem-solving and analytical abilities is a must
• Excellent communication and teamwork skills in English.
• Strong time management and organisational skills
• Adaptability and willingness to learn new technologies
• Ability to communicate technical information effectively to both other technical team members and colleagues in other departments who may not have a strong IT background

What You Will Enjoy

🎉 Culture: Join Discova and Flight Centre Travel Group—certified Great Place to Work® across multiple regions with a team culture like no other in the travel industry

🌏 Travel Discounts: Exclusive rates for you, family and friends on flights, hotels, tours, cruises, travel insurance and more

💎 Career Growth: Real opportunities across a global network of brands—we promote from within and invest in your development

🔧 Learning & Development: Access to LinkedIn Learning with 24,500+ courses; individualized development pathways

🎊 Recognition: Famous FCTG culture at Reward & Recognition events including Global Gathering and EOFY celebrations

👐🏽 Inclusive Workplace: We're an Equal Opportunity Employer welcoming diversity across race, ethnicity, religion, gender identity, sexual orientation, disability, and age

🙏🏼 Give Back: Corporate Social Responsibility program; paid parental and volunteer leave

💚 Sustainability: We're committed to protecting the environment essential to tourism's future

About Discova

As a DMC with 95% local staff, we pride ourselves on being a diverse and inclusive workplace where our people can thrive as their most authentic selves. These values are intrinsic to Discova’s DNA as a company, and we are committed to being an equitable workplace for all our employees regardless of gender identity, ethnicity, disability or sexual orientation. We welcome you to our family as you are and who you are.

To learn more about Discova and our work perks click: https://bit.ly/4hEd88H

Get in touch now and Discova a world of possibilities!

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