Onsite IT Support Engineer (L2) | Bilingual JP+EN

Desktop / IT Infra Support Engineer (Level 2)

Onsite, Global Healthcare Technology Company, Tokyo HQ

Bilingual Japanese + English

About the Role

EIRE Systems is seeking an experienced Level 2 IT Support Engineer to work onsite at the Tokyo headquarters of our client — a global healthcare technology company. You will operate as the primary point of contact for all IT support matters at the site, while collaborating closely with a globally distributed IT team.

This is a high-visibility role with genuine ownership: you'll be charged with handling IT support and operations for the local environment, keeping users productive and services running smoothly. As the trusted onsite presence, you'll bridge the gap between the Japanese-speaking local users — including VIP users — and the wider global IT organization. Professional-level Japanese language skills are essential!

What You'll Do

• Provide Level 2 technical support and services for desktops, laptops, printers, and peripherals
• Troubleshoot hardware, software, OS, Outlook, and application-related issues
• Install, configure, and support Windows OS and Office 365 environments
• Support system upgrades, patching, imaging, and asset management
• Manage Active Directory, user accounts, access management, and group policies
• Troubleshoot LAN/Wi-Fi, VPN, DNS, DHCP, and remote connectivity issues
• Handle ticket resolution, incident management, and root cause analysis
• Coordinate with L3 teams and vendors for major incidents and escalations
• Smart Hands project support for local servers and infrastructure (e.g. physical move / replace / upgrade / maintenance)
• Provide remote and onsite support while ensuring SLA compliance

• 3–5 years of experience in Desktop / End User Support
• Experience in enterprise or corporate IT environments
• Professional-level Japanese language skills to support local Japan end users, including VIP users
• Strong knowledge of Windows 10/11, Office 365, and Outlook
• Experience with Active Directory and remote support tools
• Good understanding of networking concepts (TCP/IP, DNS, DHCP, VPN)
• Experience using ticketing tools such as ServiceNow, Remedy, or Jira
• Knowledge of endpoint security and antivirus tools
• Strong troubleshooting, communication, and user-handling skill