Senior Desktop Support Engineer
Job Summary
Computacenter Japan is seeking an experienced Senior Desktop Support Engineer to provide onsite L2 technical support for a major automotive client in Chiba. The role involves managing hardware/software troubleshooting, IT asset lifecycles, and user access within an enterprise environment. Candidates must be bilingual in English and Japanese with at least 5 years of experience in end-user support.
Responsibilities
- Provide L2 desktop and endpoint support
- Manage IT asset lifecycle and hardware setup
- Resolve incidents via ticketing system
- Coordinate with vendors and stakeholders
- Manage user access in Active Directory
Required Skills
- 5+ years enterprise desktop support experience
- Bilingual (English & Japanese, JLPT N2+)
- Strong Windows OS and MS Office knowledge
- Experience with Dell, HP, or Lenovo hardware
- Ticket/Incident management proficiency
Job Details
### Job Description
Computacenter is seeking a skilled and motivated IT Senior Desktop Support Engineer to support our customers onsite.
### Key Responsibilities
- Provide L2 desktop and endpoint support, troubleshooting hardware and software issues following standard procedures and best practices.
- Support PCs, laptops, printers, and mobile devices across office and production environments.
- Handle IT asset lifecycle management, including delivery, setup, and collection of equipment.
- Perform hardware installation and workstation setup.
- Monitor and troubleshoot telephone and communication systems.
- Ensure timely resolution of tickets and maintain accurate documentation of issues in the ticketing system.
- Escalate complex issues to L3 support teams when required.
- Coordinate hardware repairs and replacements with vendors.
- Manage user access rights in Windows environments (Active Directory and local systems).
- Support lab and production system setup when needed.
### Other Responsibilities
- Build strong relationships with end users and stakeholders through excellent customer service.
- Collaborate with global teams to resolve incidents.
- Manage vendor coordination including quotations, scheduling, and invoicing.
- Create and maintain IT process documentation.
- Generate and submit accurate service reports.
- Support project activities and lead assigned tasks when required.
### Requirements
- 5+ years of experience in desktop or end-user support in enterprise environments.
- Relevant degree, diploma, or equivalent experience in IT.
- Experience using incident/ticketing systems.
- Bilingual (English & Japanese, JLPT N2 or above).
- Strong technical knowledge of desktop and endpoint technologies.
- Experience supporting devices from major vendors (Dell, HP, Lenovo).
- Good understanding of Windows OS and Microsoft Office.
### Preferred Qualifications
- Prior leadership experience.
- Strong customer-facing and communication skills.
- Experience managing or contributing to IT projects.
- Ability to work independently and solve complex problems.
- Experience working with global/overseas IT teams.
- Relevant certifications (e.g., CompTIA A+, CCNA, Microsoft).
### Working Hours
- Weekdays (Monday to Friday): 8 AM to 5 PM