• 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!
• Service Delivery Lead opportunity.
• Work 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, and functioning as the service delivery lead, 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 office, 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.

• 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.

• Become the central service delivery contact point for the Japan onsite IT support team. Support service delivery metrics and reporting, and be the primary contact point for local Japan support operations.
  
  Work on a 8 hours x 5 days schedule (e.g. 8am to 5pm, Monday to Friday). 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:

• 4+ years professional experience providing Technical Support for corporate end-point technologies such as Windows OS computers, mobile devices, Microsoft Office 365, Intune, SharePoint, Teams, etc.) and IT infrastructure (smart hands level support for network hardware, cabling, etc.)

• 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.