Bilingual IT Support Engineer

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-based End User hardware and software (Windows OS, PCs/notebooks, mobile devices, printers, Microsoft 365, Intune, Outlook, etc.); ◎ Microsoft Teams Video Conferencing units; ◎ Cisco, Fortigate and Ubiquiti Network devices, and data Storage devices. ● 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. ● 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. ● Work on a 8 hours x 5 days schedule (e.g. 8:30am to 5:30pm, Monday to Friday). On-call duties for evenings and weekends may be required from time-to-time. Job Requirements: 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: Advanced oral and written communication skills using English. Skills & Experience Requirements: ● 3+ years professional experience providing Technical Support for corporate end-point technologies (Windows OS, mobile devices, Microsoft Office 365, Intune, SharePoint, Teams) and IT infrastructure (smart hands level support for network hardware, cabling, etc.). ● 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 customers service interaction skills especially in stressful situations. ● Be highly motivated to take action in creating opportunities for improved IT services or proactively avoid problems. ● Team Player. Must be able to work well in a collaborative environment. ● Able to prioritize and promptly respond to customer issues/requests. ● Preferred: an academic background in Information Technology subject and/or professional level technical certifications.