IT Support L1

We are looking for a Level 1 Support Engineer who is experienced and knowledgeable in Aviation environment, preferably has work experience in Airport. The engineer should be Native Japanese and has good English communication skills

The role is situated in Tokyo, Nihonbashi, or Narita International Airport.

In the first three months, it is expected that you will commute to Narita Airport at least three days a week for on-the-job training. Following this period, your permanent location will be in Tokyo. Additionally, there may be a need for occasional trips to other airports across Japan.

1. Shifts-Rotational basis 5 on 2 off. Which would periodically require you to work through weekends and public holidays.
2. Shift times: 05:00 – 14:00, 09:00 – 18:00, 12:00 – 21:00

Purpose of the role 
This position aims to offer initial operational support and handle incidents related to Amadeus Passenger Processing Solutions at Narita and Kansai Airports. This includes, but is not restricted to:
 
• Self-Service Kiosks and Self-Service Bag Drops
• Airport Cloud User Workstations and Peripherals
• Biometric Devices
 
The main objective of the support engineer is to promptly and adeptly address customer-reported problems. If resolution is not feasible at this level, escalation to higher-tier support teams is undertaken, all while prioritizing a positive user experience.
 
Key Responsibilities
 
Customer Interaction
Initial Contact: Serve as the first point of contact for airlines seeking technical assistance via phone, email, or other communication channels.
Customer Service: Provide excellent customer service by being polite, patient, and helpful in addressing user concerns.
Issue Identification and Logging:
Problem Identification: Gather information to understand and identify the nature of the technical issue reported by the user.
Issue Logging: Log and document support requests, detailing the problem, its severity, and any troubleshooting steps taken.
Basic Troubleshooting
Technical Assistance: Provide initial troubleshooting and technical assistance for common problems and known issues.
Resolution or Escalation: Resolve straightforward issues or escalate more complex problems to higher-level support tiers.
Password Resets and Account Management
Password Assistance: Assist users with password resets and account unlock procedures.
Account Management: Handle basic user account management tasks, such as creating, modifying, or deactivating accounts.
Software and Hardware Support
Software Issues: Address software-related problems, including installation, configuration, and basic functionality.
Hardware Issues: Assist with basic hardware troubleshooting and support.
Documentation
Record Keeping: Maintain accurate records of user interactions, issues, and resolutions.
Knowledge Base: Contribute to and utilize a knowledge base for documenting common issues and their solutions.
Communication
User Communication: Keep customers informed about the status of their reported issues and provide updates on resolutions.
Team Collaboration: Collaborate with other IT support levels and teams to ensure effective problem resolution.
Training and Guidance
User Education: Provide basic training to users on common software and hardware usage to prevent recurring issues.
Guidance: Offer guidance on IT policies, procedures, and best practices.
Remote Assistance:
Remote Support: Use remote assistance tools to troubleshoot and resolve without being physically present.
Monitoring
Basic Monitoring: Monitor Airport IT systems for issues and escalate as needed.
Alerts: Respond to alerts generated by monitoring systems and take appropriate actions.

Experience Required
• Proficient in providing IT Support within an Airport or comparable environment.
• Business Level Japanese with proficient English skills.
• Familiarity with mechanical computer hardware.
• Strong customer service orientation.
• Capable of operating effectively within high-performing teams.
• Strong decision-making and problem-solving abilities.
• Skill in cultivating excellent customer and internal relationships.
• Effective verbal and written communication skills.
• Ability to diagnose technical issues and determine appropriate corrective actions.