Deskside Support Engineer
Job Summary
The Deskside Support Engineer will provide L2 technical support to internal employees, addressing escalated IT issues. Responsibilities include troubleshooting Windows, Office 365, and hardware, as well as managing ticket lifecycles. The role requires 2–5 years of experience and strong proficiency in infrastructure support and ticketing systems.
Responsibilities
- Provide L2 deskside support and resolve escalated issues
- Troubleshoot Windows, O365, AD, hardware, and network
- Manage user onboarding/offboarding and hardware setup
- Track tickets via ServiceNow/Jira/Remedy to ensure SLA compliance
Required Skills
- 2–5 years of IT/Service Desk experience
- Proficiency in Windows, DNS, DHCP, and VPN
- Experience with ticketing tools and SCCM/Intune
- Business English and Native Japanese proficiency
Job Details
Key Responsibilities:
• Provide L2 deskside support to internal employees and help resolve escalated issues from L1 team
• Troubleshoot common IT problems related to Windows, Office 365, Active Directory, hardware, and network/VPN
• Support laptop/desktop setup, installation, configuration, and new user onboarding/offboarding
• Manage and update tickets using tools like ServiceNow / Jira / Remedy, ensuring SLA compliance
• Work closely with other IT teams to resolve complex technical issues and escalations
Requirements:
• 2–5 years of experience in IT Support, Service Desk, or Deskside Support
• Good experience in L1 support with some exposure to L2-level work
• Knowledge of Windows, infrastructure and basic networking (DNS, DHCP, VPN)
• Experience using ticketing tools
• Basic experience with endpoint tools like SCCM or Intune
• Bachelor's degree in Information Technology, Computer Science, or any field.
• English Level: Business Conversation Level (TOEIC 735-860)
• Japanese Level: Native Level