SS_IT Support Engineer

• Handling technical inquiries remotely - tier 1 and tier 1.5 (escalation)
• Handling technical inquiries onsite - tier 2 and tier 2.5 (escalation)
• Schedule, monitor and deliver support for end-users within agreed SLA levels between BIOS and client(s).
• Demonstrate the ability to identify and escalate requests for approval, when needed.
• Provide VIP support for internal (BIOS) and external (Client) end-users.
• Undergo regular training to improve support skills. ※Training scheduled and provided through official tools.
• Conduct a professional communication, in writing and verbally, with internal (BIOS) and external (Client) end-users.
• Creating documentation and materials.
• Assist with testing and rolling out new tools and applications for internal (BIOS) and external (Client) projects.
• Share support knowledge with designated users.
• Comply with BIOS ISMS policies for handling of internal (BIOS) and external (Client) information. ※Training provided during staff induction phase or during annual training period
• Japanese level (native level preferred), English (daily conversation)

Required skills

• 3+ years of experience with installation, configuration and troubleshooting of Microsoft products, including Exchange and AD.
• Expert in with Microsoft 8.1 and 10 desktop issues
• Troubleshooting skills with network, firewall and telecommunication devices
• Technical knowledge and understanding of industry standards and practices.
• Strong communication and technical writing skills.
• Ability to quickly learn new skills and technologies
• Focused and oriented when working with support team members and teams outside of the support frame.
• Possess and demonstrate technical knowledge to support tier-2 and -2.5 requests.
• CompTIA A+, ITIL, Agile certifications preferred.

Required Languages:

English: Business level (IELTS 7 (8 preferred); TOEFL 22 or higher)

Japanese: Business level (JLPT 1) ※Native level preferred
Work Hours: 

Monday-Friday 9:00-18:00