IT Support Team Leader

【Key Duties/Responsibilities】 • Manage IT Infrastructure team. • Lead and mentor the IT team encouraging learning and development of technical skills and industry knowledge. • Manage projects and ongoing support contracts. • Have a strong technical expertise of IT Infrastructure including Desktop, Server, Network, Virtualization and cloud computing. • Have strong troubleshooting skills assisting the team with resolution of complex customer issues. • Provide phone and email support, remote assistance to clients where required. • Liaise with external clients and internal stakeholders to provide solutions and ensure service agreement compliance. • Troubleshoot, resolve software/hardware/network issues. • Identify and diagnose bugs. Collaborate with the development team to ensure resolution. • Address and resolve support tickets through our ticketing system. • Build, maintain media player hardware / software (assembly, installation of components). • Document knowledge, workflows for future internal/external use in English and Japanese. • Adhoc internal and external hardware and software projects. 【Working Hours】 • Core working time: 10am ~ 7pm. • Possible afterhours and weekend support work. 【Job Requirements】 • Background in IT systems or working towards IT accreditation MCSE, Azure, Microsoft technologies. • Strong Technical expertise with computer hardware, software support in various networked environments. • Experience providing support to external clients. • Business-level English and Native Japanese. 【Competencies and Attributes】 • Good Communications skills in English and Japanese. • A person who can develop technical skill voluntarily and solve the problems in any situation. • Some familiarity with web development, HTML, CSS, JS, PHP. • Superior customer support skills and a keen desire to help customers to analyze, resolve issues. • Flexibility around working hours – periodical weekend/after-hours work required. • Multi-tasking, time management skills. • Organization skills, ability to follow detailed processes. • Ability to thrive within a closely-knit international team, forge productive relationships with colleagues.