Tech And Application Service Support

Tech And Application Service Support

Informa Markets, a division within Informa, creates global platforms for industries. We organise over 500 large-scale branded and transaction-oriented events in 14 specialist markets. These are typically not-to-be-missed annual events where buyers and sellers build relationships, see and show products and do business.

We also provide year-round online platforms where companies showcase their businesses and products and buyers conduct research, generating valuable leads, and we provide data and digital content that supports the flow of knowledge and transactions in markets.

Job Description

This role is based in our North Tower Building office.

Job Summary

The Tech & Application Service Support provides technical assistance and support for computer systems, software applications, and hardware components. This role involves troubleshooting technical issues, maintaining system functionality, and ensuring optimal user experience across the organization.

Key Responsibilities

Technical Support

• Provide first and second-level technical support for desktop, laptop, and mobile devices
• Troubleshoot software applications, operating systems, and hardware issues

Internet Networking Support and Maintenance

• Provide ongoing internet networking support and maintenance at our Jakarta headquarters and during the on-site events
• Configure and troubleshoot network equipment including routers, switches, and wireless access points
• Monitor network performance and implement optimization solutions
• Coordinate with ISPs and vendors for connectivity issues

Application L1 Support

• Serve as the first point of contact for all Informa application support requests:
• ERS (Event Registration System)
• Handle initial user inquiries and basic troubleshooting
• Resolve simple registration workflow issues and user access problems
• Perform basic event setup verification and configuration checks
• Escalate complex registration issues to L2 application specialists
• EMS (Invoicing System)
• Address initial billing inquiries and basic user questions
• Resolve simple invoice generation and access issues
• Perform basic payment processing verification
• Escalate complex billing and financial issues to L2 application specialists

User Support

• Conduct new employee technology orientation sessions
• Respond to support requests via phone, email, and in-person assistance
• Escalate complex issues to appropriate technical teams

System Maintenance

• Perform routine system maintenance
• Assist with backup and recovery procedures
• Support security protocols and access management
• Maintain inventory of IT assets and equipment

Cross-Functional Collaboration

• Work closely with IT, development, and project management teams to ensure optimal service delivery
• Support exhibition teams with technology requirements for events
• Participate in IT project implementations including system upgrades and development of IT systems

Qualifications

Education & Experience

• Bachelor's degree in Information Technology, Computer Science, or related field (or equivalent experience)
• More than 2 years of experience in IT support or help desk environment
• Experience with Windows and/or Mac operating systems
• Familiarity with common business applications (Microsoft Office Suite, email systems)