Job Description

• On-site Desktop/IT Infra Technical Support for corporate end-user systems (hardware & software)
• Rapidly expanding company, international corporate culture, with great prospects for career growth!
• Primary Work Location: Roppongi, Tokyo
• Regular Travel: Weekly visits (typically once per week) to the data center site in Ome-shi, Tokyo, and occasional business trips to Osaka.

Our client is rapidly expanding throughout Asia Pac., and the Japan operation is a key part of this exciting growth trend. EIRE Systems is partnering with this company to deliver their local Japan IT support services working onsite at each of their Japan office locations.

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 global level 2 & 3 NOC (Network Operations Center) and sysadmin teams, provide on-site IT technical support and smart-hands services for all corporate IT Systems in the Japan office, including: Windows OS, PCs/notebooks, mobile devices, printers, Microsoft 365 (EntraID, SharePoint, Teams, Intune, Outlook, etc.), Microsoft Teams Video Conferencing units, and local network and storage devices (Cisco, Fortigate and Ubiquiti, among others).

• 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.

• Opportunity to 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

Experience Requirements:

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

Additional desired skills & qualifications

• 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 customer service interaction skills especially in stressful situations.

• Be highly motivated to take action in creating opportunities for improved IT services or proactively avoid problems. Be able to use initiative and encourage initiative in others ​

• Team Player. Must be able to work well in a collaborative environment where team members are based at different work sites.

• 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.