Help Desk Engineer - Remote work from Indonesia

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. 

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. 

• Competitive salary based on experience. 

• Certification training opportunities. 

• Health and dental insurance. 

• Paid vacation. 

• Simple IRA with employer match.