About Eterna Indonesia

Eterna Indonesia is a fast-growing BPO company providing multiple business services including IT infrastructure, software development, security operations, and customer support. We bridge top talent from Southeast Asia with innovative U.S.-based businesses through our remote-first model. We are Great Place to Work® certified with over 200+ employees currently working with NASDAQ and Fortune 500 companies.

We are currently hiring a detail-oriented IT Support Specialist / Help Desk Analyst to provide world-class IT support to 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.