IT Support L1 – Entuity  

Job Summary:
Provide first-level technical support and proactive network monitoring using Entuity. Ensure optimal network performance and availability by managing incidents, performing in-depth initial analysis, and coordinating effective escalation to maintain operational excellence.

Key Responsibilities:

• Monitor and manage network infrastructure (routers, switches, firewalls) using Entuity.
• Respond to alerts, incidents, and service requests with precision and timeliness.
• Perform detailed initial analysis and troubleshooting of network-related issues.
• Identify potential risks and proactively escalate complex incidents with comprehensive findings.
• Maintain accurate and well-documented incident records in ticketing systems.
• Ensure adherence to SLA, operational standards, and network monitoring best practices.
• Collaborate with network, infrastructure, and application teams to ensure swift resolution.
• Conduct regular network health checks, performance analysis, and capacity monitoring.

• Bachelor’s degree in Information Technology, Computer Science, or a related field.
• 3–5 years of experience in IT Support, Network Monitoring, or NOC environment.
• Strong understanding of network concepts (TCP/IP, routing, switching, firewall).
• Hands-on experience with network monitoring tools, preferably Entuity.
• Excellent analytical thinking with strong troubleshooting capabilities in network environments.
• Strong communication skills with the ability to convey technical issues clearly in English.
• Ability to work effectively in a fast-paced, shift-based operational environment.
• Solid experience in network operations and monitoring environments.
• Familiarity with ITIL processes (Incident, Problem, and Change Management).
• Exposure to network performance analysis, SNMP, or log monitoring tools.
• Proven track record in delivering operational excellence and continuous improvement initiatives.
• Willing to be dedicated onsite in our client office near Thamrin, Central Jakarta (Contract 1 year, possible extension).