IT Support Engineer

Key Responsibilities: - Provide L1 & L2 desktop support, troubleshooting hardware and software issues according to established procedures and best practices. - Escalate complex issues to the L3 support team as necessary. - Install, configure, and maintain desktop and laptop computers, peripherals, and associated software. Deliver onsite technical support for hardware setup, including workstations, bar code readers, label printers, and network devices. - Monitor and troubleshoot telephony-related issues. Ensure timely resolution of support requests while maintaining accurate records of issues and solutions in the ticketing system. - Manage IT assets and assist with various IT projects. Additional Responsibilities: - Collaborate with the customer's global IT teams to resolve incidents. - Coordinate with external vendors for scheduling, quotations, and invoicing. - Develop and maintain comprehensive documentation for IT processes and procedures. - Generate and submit detailed work reports, ensuring accuracy and timely submission. - Travel to different work sites mainly in Tokyo area, providing onsite support as needed, both on a scheduled and ad-hoc basis. Job Requirements: - Minimum of 2 years of experience in desktop support. - Experience working with an incident ticketing management system. - Willingness to travel regularly to multiple work locations. - Bilingual proficiency in English and Japanese (business level, JLPT N2 or higher). - Strong technical skills and knowledge of desktop support processes. Preferred Qualifications: - Excellent problem-solving skills with the ability to work independently. - Experience working with overseas IT teams. - Strong communication and interpersonal skills. - Ability to thrive in a fast-paced and dynamic environment. - IT certifications such as CompTIA A+, CCNA are a plus.