Roles & Responsibilities:

　　• Candidate will provide IT field support including, but not limited to, troubleshooting hardware,

　　software and operating system issues, as well as printers, fax machines, telephony devices and

　　peripherals, and fixing them without violating the hardware warranty or customer security

　　compliance requirements

　　• Installation and troubleshooting of typical business software/applications like Adobe, internet

　　browsers

　　• Installation and troubleshooting of office applications (O365, Outlook, Excel, Word, PowerPoint,

　　Teams, OneDrive)

　　• Configuration & troubleshooting of Apple mobile devices

　　• Printer and VOIP phone configuration & troubleshooting

　　• Conference room A/V equipment assistance & troubleshooting

　　• Assisting basic onsite activities involving racks, patch panels, routers, firewalls, switches, servers

　　and other enterprise level hardware while under instruction from remote teams

　　• Operating system deployment via PXE / USB ISO / Microsoft Configuration Manager

　　• Take ownership of incidents and service requests (SRQs) raised by users in ticket management

　　system

　　• Ensure all Incidents and SRQs are addressed within stipulated SLA timelines and work is

　　completed satisfactorily to avoid ticket reopening

　　• Reviewing and maintaining KB articles

　　• Provide VIP support for Desk side issues per contract and be point of contact at the site for all IT

　　related issues if no other IT support team unavailable like for MI calls

　　• Contribution towards automation & service improvements

　　Required Skills:

　　• Native Japanese or N2 communication skill (90% of the work is conducted in Japanese language)

　　• 2-4 years of experience in Onsite support

　　• Knowledge and experience on Windows 10 OS

　　• Should have good expertise on EUC tools, remote support tools, MS Office and Outlook.

　　• Preferable to have a good understanding of VPN and mobile device support.

　　• ITIL process of Incident, Change, Problem, Service Request and related activities such as spare

　　and buffer stock management

　　• Knowledge and experience of ticketing tools (ServiceNow / Remedy etc.),

　　• Knowledge and experience on Service requests, incident, problem management and change

　　process

　　• Optional: knowledge in AD and smart hands and feet support.

　　• Optional: knowledge and experience of supporting tablets

　　• Optional: Ability to lift / move computer equipment weighing up to 20kg

　　Desktop Support