IT Support Engineer Osaka

### Responsibilities - Provide regular scheduled and ad hoc support to systemsGo clients. - Follow instructions given by the Team Lead to complete regular onsite support tasks. - Troubleshoot internal IT infrastructure and network-related problems. - Alert systemsGo management of potential critical situations and monitor problems until resolved. - Assist on projects for engineering tasks and set up, install, configure, and test computer and network systems. - Assist sales team by collecting information on client systems and problems faced onsite. - Effectively communicate client status with Account Executives and primary engineers. - Utilize systemsGo’s processes and methodologies to provide a consistent level of service. - Actively build on IT and communication skills. ### Requirements - Oversee the day-to-day operations of the Technical Support Team and act as a senior agent. - Provide direct supervision, mentoring, coaching, and training to team members. - Act as the point of contact for technical escalations. - Record and track team SLAs and workflows. - Manage and report on all incoming technical support inquiries and team KPIs. - On-board new team members and ensure prompt, professional resolution of issues. - Create support materials and implement preventive measures to reduce customer faults. - Review technical support-related processes for continuous improvement. - Valid work permission in Japan. ### Knowledge, Skills & Abilities - Excellent oral and written communication skills. - Strong problem-solving, analytical skills, and ability to multi-task under pressure. - Proven experience in managing a service and support-focused team culture (5+ years in a Technical Support role). - English Level: Business Conversation Level (TOEIC 735-860). - Japanese Level: Business Level (JLPT N2 or equivalent).