On-Site IT/Desktop Support Engineer (Japanese+English)

★ 企業エンドユーザーシステム（ハードウェア＆ソフトウェア）の英語使用テクニカルカスタマーサポート
★ キャリアアップのチャンスが豊富！
★ 勤務地 : 東京都青梅市

現在、弊社クライアントの青梅市（東京都）にあるオフィスを拠点とするITサポートエンジニア（常駐）を募集しております。
アジア太平洋地域全体で急成長の企業での業務で、会社の成長と発展に貢献できます。

■最寄り駅：青梅線 小作駅よりバス8～15分程度

【業務内容】

● 青梅市にあるオフィスのITシステム全般において、オンサイトでITテクニカルサポートとスマートハンズサービス
　◎Windowsハードウェアおよびソフトウェア
　（PC、ノートPC、モバイル機器、プリンター、Windows OS、Microsoft 365、Intune、Officeアプリ、メールなど）
　◎Teamsビデオ会議システム
　◎Cisco、Fortigate、Ubiquiti Network、NetAppsストレージデバイスなど
● 顧客や社内組織（システムエンジニア、コンサルタントなど）のIT環境における問題解決
● 問題分析、診断、シミュレーション、開発／エンジニアリングチームへのエスカレーション、フォローアップ
● ポリシーや手順に従いながらサポート
● 運用手順書などのドキュメント作成、レビュー、検証、根本原因分析（RCA）の実施と文書化
● 製品の性能と保守性を評価し、ハードウェアとソフトウェアの使用または変更の決定に寄与
● 夜間や週末のオンコール業務が必要になる場合あり

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• Resident (On-site) Desktop/IT Infra Technical Support for corporate end-user systems (hardware & software)
• Rapidly expanding environment, international corporate culture, with many opportunities for career growth!
• Location: Ome-shi, Tokyo

Our client is rapidly expanding throughout Asia Pac.
 
In taking on this challenge as a resident IT Support Engineer, based in the client's West Tokyo office, you will become a critical member of a very exciting phase of the company's growth and development.

Role & Responsibilities:

In collaboration with the Level 2/3 teams in the remote Network Operations Center, provide on-site IT technical support, system administration and smart-hands services on all corporate IT Systems in the Japan offices, including: Windows-based End User hardware and software (Windows OS, PCs/notebooks, mobile devices, printers, Microsoft 365, Intune, Outlook, etc.); Microsoft Teams Video Conferencing units; Cisco, Fortigate and Ubiquiti Network devices, and; data Storage devices.

• Analyze and provide IT-related resolutions and assistance to customers and internal organizations (i.e. system engineers, consultants, etc.).
• Analysis of customer problems, using professional tools and methods to simulate and accurately define problems, effectively escalate to development/engineering teams and follow-ups to ensure problems are fixed to the satisfaction of customers. This may require travel to the customer’s site if problem duplication efforts are not effective in resolving customer problem.
• Exercise independent judgment in support activities and IT delivery techniques, while still following policy/procedures.
• Create, review, validate and follow IT Service documentation such as Standard Operating Procedures;  Undertake and document Root Cause Analysis (RCA)
• Evaluate product performance and serviceability in order to contribute to the design of new or modified products.
• Work on a 8 hours x 5 days schedule. On-call duties for evenings and weekends may be required from time-to-time.

【語学力】
● 日本語と英語の環境で同僚や外部業者などとコミュニケーションが図れる方

【スキル／経験】
● 企業のエンドユーザーを対象としたITサポート（デスクトップサポート）※　経験：2年以上
※ (Windows OS、モバイル機器、Microsoft Office 365、Intune、SharePoint、Teams等) 
● ネットワークとトラブルシューティングの基礎知識
● イーサネット技術、ケーブル配線、および障害検出接続の問題（銅線／ファイバー）の知識

【あれば尚可】
● 情報技術分野の学歴やITインフラなどに関する専門レベルの技術認定資格

【求める人物像】
● カスタマーサービス対応スキル
● 自主的に行動が起こせる方
● チームプレーヤー
● 優先順位を付けて迅速に対応できる方

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Language Skill Requirements:

1. English: Excellent oral and written communication skills using English
2. Japanese: High-Intermediate / Business level Japanese, with ability to communicate effectively with colleagues and partners in a Japanese/English bilingual environment.

Skills & Experience Requirements:

• 2+ years professional experience providing Technical Support for corporate end-point technologies (Windows OS computers, mobile devices, MS Office, etc.) and IT infrastructure (smart hands support)
• Ability to diagnose and troubleshoot general networking and system level issues with computers, business applications, operating systems, servers.
• Knowledge of basic networking technical concepts and fundamentals for trouble-shooting
• Familiarity with Ethernet technologies, cabling and fault finding connectivity issues (copper/fiber).
• Preferred: an academic background in Information Technology subject and/or professional level technical certifications for computing, systems or IT infrastructure.

Soft Skills:

• Excellent customers service interaction skills especially in stressful situations.
• Be highly motivated to take action in creating opportunities or avoid problems. Be able to use initiative and encourage initiative in others ​
• Team Player. Must be able to work well in a collaborative environment that promotes sharing of knowledge and experiences.
• Able to prioritize and promptly respond to customer issues/requests