Service Delivery Engineer L1

Job Description Role Details As a Service Delivery Engineer (L1), you will be responsible for providing professional remote technical support to clients, proactively identifying and resolving IT incidents and problems to ensure service restoration and stable operation. You will utilize your technical knowledge to promptly and accurately troubleshoot technical inquiries and reported issues from clients. Key Roles and Responsibilities - Initial Service Contact: Serve as the initial point of contact for end-users seeking technical assistance in the areas of networking, collaboration tools, and end-user computing. - Incident Response and Troubleshooting: - Networking Issues: Provide prompt and efficient troubleshooting and support for incidents and service requests related to networking, such as network connectivity, DNS, DHCP, IP addressing, wireless connectivity, and network equipment configurations. - Collaboration Tools Issues: Resolve collaboration-related issues, including but not limited to email systems, video conferencing platforms, instant messaging tools, and document sharing applications. - End-User Computing Problems: Address end-user computing problems encompassing operating systems, hardware, software applications, printers, and mobile devices. - Diagnosis and Resolution: Utilize appropriate tools, techniques, and remote access software to diagnose and resolve technical issues across the networking, collaboration, and end-user computing domains. - Procedure Adherence and Record Management: Follow established procedures, guidelines, and best practices to deliver timely and accurate resolutions. Document all incidents, service requests, and actions taken in the service desk ticketing system, ensuring detailed and accurate records. - Escalation: Escalate complex or unresolved issues to level 2 or higher-level engineers or specialized teams, providing comprehensive information and analysis for a smooth handover. - Infrastructure Maintenance and Updates: Monitor network performance, conduct routine maintenance tasks, and apply patches and updates to network infrastructure and collaboration tools as required. - Knowledge Acquisition and Contribution: Stay up to date with knowledge of NTT products, services, and IT infrastructure, as well as industry trends, emerging technologies, and best practices in networking, collaboration, and end-user computing. Job Requirements Must-Have Requirements - Diploma/Degree holders, preferably in IT/Computer Science (Recent graduates and those expecting to graduate are welcome). - Basic experience in a service desk, providing support in multiple IT towers, including networking, collaboration, and end-user computing. Language Requirement: - For Japanese native candidates: Intermediate to business level English. - For non-native (Japanese-speaking candidates): Advanced to fluent level in Japanese language (reading, writing & speaking; minimum JLPT N3 is required). Desirable Skills/Experience (Advantageous) - Relevant certifications such as CCNA, CompTIA Network+, Linux, or Cisco collaboration certifications. - BJT (Business Japanese Proficiency Test) score. - Experience in a helpdesk or Service Desk environment or customer service, especially in Japanese. - Proficiency in end-user computing and a good understanding of computer systems, mobile devices, and other tech products. - Familiarity with network and server monitoring tools and techniques.