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IT Support Engineer (Network Infra & End User Support)

Shibuya-ku, Tokyo · Information Technology
  • Technical Customer Support for corporate end-user systems (hardware & software)
  • Smart Hands services for Network Infrastructure
  • Rapidly expanding environment with many opportunities for career growth!

Our client is an  new player in the rapidly expanding area of Hyper-scale Data Centers. They operate some of the largest hyperscale data center facilities in the APAC region; re-imagining the data centers of yesterday and transforming the industry for the future.

In taking on this challenge as a Resident Engineer in the client's Tokyo offices, you will become a critical member of a very exciting phase of the company's growth and development.

Role & Responsibilities:

In collaboration with the Level 2/3 teams in the remote Network Operations Center, provide on-site IT technical support and smart-hands services on all corporate IT Systems in the Tokyo office, including the following:
. o  Windows-based End User hardware and software.
. o  Teams Video Conferencing units
. o  Cisco, Fortigate and Ubiquiti Networking
. o  NetApps Storage devices
  • Analyze and provide IT-related resolutions and assistance to customers and internal organizations (i.e. system engineers, consultants, etc.).
  • Analysis of customer problems, using professional tools and methods to simulate and accurately define problems, effectively escalate to development/engineering teams and follow-ups to ensure problems are fixed to the satisfaction of customers. This may require travel to the customer’s site if problem duplication efforts are not effective in resolving customer problem.
  • Exercise independent judgment in support activities and IT delivery techniques, while still following policy/procedures.
  • Create, review, validate and follow IT Service documentation such as Standard Operating Procedures;  Undertake and document Root Cause Analysis (RCA)
  • Evaluate product performance and serviceability in order to contribute to the design of new or modified products.
  • Work on a 8x5 schedule. On-call duties for evenings and weekends may be required from time-to-time.

Language Skill Requirements:

  1. Excellent oral and written communication skills using English
  2. Daily conversational level Japanese, including ability to communicate effectively with colleagues and partners in a Japanese/English bilingual environment.

Skills & Experience Requirements:

  • Minimum 2 years professional experience providing Technical Support for corporate IT infrastructure and endpoint technologies
  • Ability to diagnose, troubleshoot and debug networking and system level issues with computers, servers, operating systems and business applications.
  • Knowledge of networking technical concepts and fundamentals for trouble-shooting
  • Familiarity with Ethernet technologies, cabling and fault finding connectivity issues (copper/fiber).
  • Excellent customers service interaction skills especially in stressful situations.
  • Be highly motivated to take action in creating opportunities or avoid problems. Be able to use initiative and encourage initiative in others ​
  • Team Player. Must be able to work well in a collaborative environment that promotes sharing of knowledge and experiences.
  • Able to prioritize and promptly respond to customer issues/requests
  • Preferred: an academic background in Information Technology subject and/or professional level technical certifications for computing, systems or IT infrastructure. 

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