• Resident (On-site) Desktop/IT Infra Technical Support for corporate end-user systems (hardware & software)

• Rapidly expanding environment, international corporate culture, with many opportunities for career growth!

• Location: Ome-shi, Tokyo

 

Our client is rapidly expanding throughout Asia Pac.
 
In taking on this challenge as a resident IT Support Engineer, based in the client's West Tokyo office, 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 Japan offices, including: Windows-based End User hardware and software (Windows OS, Microsoft 365, Intune, etc.), Microsoft Teams Video Conferencing units, Cisco, Fortigate and Ubiquiti Network devices and data 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 8 hours x 5 days schedule. On-call duties for evenings and weekends may be required from time-to-time.

 

Language Skill Requirements:

1. Japanese: High-Intermediate / Business-level Japanese, with ability to communicate effectively with colleagues and partners in a Japanese/English bilingual environment.

2. English: Excellent oral and written communication skills using English

Skills & Experience Requirements:

• 2 years professional experience providing Technical Support for corporate end-point technologies (Windows OS computers, mobile devices, Microsoft Office 365, Intune, SharePoint, Teams, etc.) and IT infrastructure (smart hands support)

• Ability to diagnose and troubleshoot general networking and system level issues with computers, servers, operating systems and business applications.

• Knowledge of basic 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.