Job Description

The Support Engineer’s role is to ensure proper IT operations so that end users can accomplish business tasks. This includes receiving, prioritizing, documenting, and actively resolving end user requests. Problem resolution may involve the use of diagnostic and request tracking tools, as well as require that the individual give in-person, hands-on help at the desktop level. Installing and upgrading hardware/software and performing troubleshooting of end user issues. The role requires technical troubleshooting abilities and excellent customer service skills.

Responsibilities:

• Manage incoming requests from end users in a courteous manner.
• Carry out and track the problem-solving process through to final resolution.
• Identify and learn appropriate software and hardware used and supported by the organisation.
• Perform remote/hands-on fixes at the desktop level, including installing and upgrading software, installing hardware, and configuring systems and applications.
• Perform preventative maintenance, including checking and cleaning of workstations, printers, and peripherals.
• Develop help sheets and frequently asked questions lists for end users, and training documentation for use within the team.
• Collaborate with other teams, local and international, in relation to the delivery of specific projects/deliverables
• Co-ordinate and assist with third party vendors to facilitate solutions.
• Perform first line network and telecommunication support, ensuring escalation occurs when necessary.

Criteria:

• Must currently possess a valid local work visa to work in Japan
• Minimum diploma level education in related field
• Familiarity with: Microsoft software suite, MS OS. Active Directory, VDI and smart phone configurations
• Must be able to speak Japanese and English to liaise with local and international colleagues effectively
• Able to prioritise
• Able to adapt and be flexible
• Able to operate independently and within an international environment

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