L1/ Technical Support Engineer

L1 / Bilingual Technical Support Engineer

Japanese Language: N2/N3

Project Start Date: May 2026

Work Location: NEC BPO Office Tokyo/WFH

Working Hours: 24x7

Monitoring & L1 Support

• Act as a Single Point of Contact (SPOC) for L1 monitoring and support activities across AWS-hosted environments.
• Perform 24/7 monitoring using approved monitoring and SIEM tools.
• Work on alert triaging, notification updates, and security incidents based on severity and business impact.
• Monitor health, availability, and utilization of AWS EC2, Windows OS, and basic network-related issues.

AWS & Windows EC2 Operations

• Perform Windows/OS updates on servers on AWS EC2 instances as per approved change requests, SOPs, and maintenance schedules.
• Monitor and troubleshoot basic Windows OS performance issues (CPU, Memory, Application availability).
• Perform routine patch management for Windows OS upgrades and OS hardening activities.
• Monitor AWS cloud infrastructure including EC2 instances, snapshots, and storage volumes.

Security & Compliance Operations

• Monitor and review security, compliance, and access control policies defined by the customer and organization.
• Log analysis and event correlation using monitoring tools.
• Assist in vulnerability assessment activities.

Support & Incident Management

• Coordinate with L2/L3 technical teams for escalations.
• Perform basic troubleshooting using AWS/Windows servers and change-related tasks in the ticketing system.
• Document incident details, actions taken, resolutions, and share updates with stakeholders.
• Participate in daily operations calls and share monitoring dashboards.
• Resolve basic issues related to AWS cloud services with clear incident notes, logs, and troubleshooting details.
• Work on ticketing tools such as ServiceNow or customer-approved platforms.

AWS Operations (Basic)

• Monitor AWS cloud services, especially EC2, security groups, and snapshot/AMIs.
• Monitor resources such as alarms, logs, CPU usage, and network.
• Create IAM users and assign roles with approved permissions.
• Perform basic S3 management activities.
• Work on ticket creation, triaging, and updating stakeholders.
• Incident lifecycle management including communication lifecycle (ITIL aligned).

Prerequisites

• AWS Cloud Monitoring and Alerts
• Basic Windows Server Monitoring
• Good communication skills in English & Japanese (N2/N3)
• Basic networking knowledge
• Experience in Cloud / IT Helpdesk / Technical Support or related fields