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Bilingual IT Support Engineer (Desktop & Network Infra)

Shibuya-ku, Tokyo · Information Technology
  • Bilingual 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 a rapidly expanding company in the 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 IT Support Engineer, based 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:

Provide on-site IT technical support and smart-hands services on all corporate IT Systems in the Tokyo office, including the following:
  1. Windows-based End User hardware and software (PCs/laptops, mobile devices, printers, email, office applications, etc.).
  2. Teams Video Conferencing units
  3. Cisco, Fortigate and Ubiquiti Networking, NetApps Storage devices, among others
Job duties to include, but not be limited to:
  • Analyze and provide IT-related resolutions and assistance to customers and internal organizations (i.e. system engineers, consultants, etc.).
  • Analysis, diagnostics and simulations of customer problems, effectively escalate to development/engineering teams and follow-ups to ensure problems are fixed to the satisfaction of customers.
  • 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 technology product performance and serviceability, and contribute to hardware and software usage or modification decisions.
  • On-call duties for evenings and weekends may be required from time-to-time.

Language Skill Requirements:

  • Bilingual Japanese and English to communicate effectively with colleagues, partners and vendors in a Japanese/English bilingual environment.

Skills & Experience Requirements:

  • Minimum 2 years professional experience providing Technical Support for corporate IT endpoint technologies (desktop support) 
  • Friendly, polite and professional customer service interaction skills, even during times of stress.
  • Knowledge of networking technical concepts and fundamentals for trouble-shooting
  • Familiarity with Ethernet technologies, cabling and fault finding connectivity issues (copper/fiber).
  • 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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