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Job ID : 1087815 Date Updated : July 21st, 2021
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Production Support Engineer/プロダクション・サポート・エンジニア

Hiring Company Hogarth Worldwide
Location Tokyo - 23 Wards, Shibuya-ku
Job Type Permanent Full-time
Salary Negotiable, based on experience

Job Description

The primary function of the Production Support Engineer is to support production users and workstations (predominantly Mac OS), maintaining and troubleshooting systems as required, with the aim of providing a stable and fully functioning production environment, either onsite or remotely.
Additionally, provide first line support for Hogarth staff and clients that utilise Hogarth's applications, ensuring concise and accurate logging and management of all incidents and requests reported to the online service desk. Ensure tickets are resolved to the highest quality within agreed service levels whilst meeting customer expectations. Resolve first line issues and use the appropriate escalation channels if unable to provide a fix.


  • Deploy and maintain new workstations
  • Provide technical support for desktop issues
  • Support VIP members of Hogarth
  • Assist users in the Joint Ventures, liaising with IBM Deskside support at Hogarth to ensure the site is fully supported
  • Document and update documentation on standard procedures
  • Escalate and formally report faults to specialist engineers (including third party support when required)
  • Working with standard application suites and custom workflow tools at Hogarth (detailed below)
  • Maintain meeting rooms’ A/V equipment
  • Technical support for in-house agency facilities
  • Adobe Creative Cloud support
  • Microsoft Office support
  • Monitor service management system activity and log / acknowledge incidents and service requests, allocating appropriate category and priority definitions
  • Respond against defined Service Level Agreements and Key Performance Indicators and ensure that appropriate and timely responses are provided
  • Complete first line investigation and diagnosis, updating incident records as necessary 
  • Carry out, and report on daily system health checks for all supported applications 
  • Triage incoming incidents and escalate problems to 2nd and 3rd line support teams, engaging external advisory and technical operations partners where necessary 
  • Resolve incidents and service requests and deliver appropriate, timely and accurate communications for internal use and for client distribution 
  • Participate in major incident events, adhering to defined best practice 
  • Review incidents and identify trends and underlying problems, ensuring that they are referenced, logged and tracked in appropriate systems 
  • Maintain the Knowledge Base, updating documentation where appropriate
  • Weekend on-call coverage rota for Major Incidents (P1’s and P2’s)

General Requirements

Minimum Experience Level Over 3 years
Career Level Mid Career
Minimum English Level Business Level
Minimum Japanese Level Fluent
Minimum Education Level Bachelor's Degree
Visa Status Permission to work in Japan required

Required Skills

Essential Experience & Skills

  • Bilingual in Japanese and English
  • Good experience of macOS support
  • An excellent working knowledge of technical support for desktop issues
  • Effective problem solving, able to recognise root causes and identify ways to overcome them
  • Good working knowledge of Adobe Creative Cloud
  • Quick learning skills with information retention and a good technical aptitude/ability
  • Confidence to deal professionally with staff at all levels in the organisation
  • Service focused "can-do" attitude
  • Excellent administration and organisation skills
  • Excellent communication, interpersonal, team working and multi-task management skills along with time management
  • Self-motivated with the ability to work autonomously but also to contribute as a team player
  • Ability to communicate technical information in a user-friendly way 
  • Positive attitude towards problem solving and tight deadlines
  • A commitment to service improvement with a customer focused attitude

Desirable Experience

  • Previous work experience within an advertising agency/post production facility 
  • Knowledge of media types and file formats 
  • Experience with transcoding technologies and workflows 
  • Understanding of Digital Asset Management practices
  • ITIL V3 Foundation
  • Knowledge of Font Management Systems
  • Knowledge of JAMF Pro
  • Knowledge of Apple Remote Desktop / Microsoft Remote Desktop and of Connectors (Video / Audio/ Networking/ Fibre)
  • Apple Certified Support Professional (ACSP)

Job Location

  • Tokyo - 23 Wards, Shibuya-ku
  • Yamanote Line, Ebisu Station

Work Conditions

Job Type Permanent Full-time
Salary Negotiable, based on experience
Hiring Company Information

Hogarth Worldwide

Production Support Engineer/プロダクション・サポート・エンジニア Job Information | Work in Japan · Jobs with International Companies · Jobs that Use English · CareerCross

Company Details

Company Type International Company
Non-Japanese Ratio Majority Japanese

Company Description

Hogarth Worldwide社は輝かしい成長の歴史をたどってきたマーケティング企業です。


Hogarth is a global marketing implementation agency that produces, creates and adapts advertising for brands across all media, (Video, Digital and Music), delivering multi-level national and international campaigns.

We are a culturally diverse organisation with around 3,000 employees globally and are made up of over 50 nationalities who speak over 100 languages. At the same time, we share a common set of values about how we behave, why we do what we do and how we work with each other and our Clients.


【Our Hogarth values】

Heart and Soul: We love what we do. We bring energy and enthusiasm to all our work. We push boundaries, we are never satisfied and always want to find a better way.

Hands On: We don’t wait for things to happen, we get on with it. We are pragmatic and don’t have an ego. We do what it takes to get the job done to the highest standards.

Honest: We are straightforward, constructive and speak openly and clearly. We operate with integrity and live up to our promises.

Happy Family: We enjoy working together. We look out for our colleagues. We are supportive and collaborative across all our teams. Even when things get tough, we don’t lose perspective or our sense of humour.

Hungry: We are an inquisitive community. We want to create an environment which inspires ourselves and others to be better. It is important to continuously challenge ourselves and our ways of working. We aim to provide staff with the opportunities to develop and learn.