Desktop Support Specialist

The company is a global IT services provider with over a decade of experience, recognized for delivering innovative solutions and seamless user experiences. 

They empower organizations to accelerate growth through digital transformation, offering services such as managed IT, enterprise application support, application development, staff augmentation, cloud, and security. With a focus on precision, tailored solutions, and flexible delivery models, it helps businesses unlock their full potential.

Key responsibilities:

End-User Support

• Act as the first point of contact for technical issues, handling incident triage, account access, and basic troubleshooting across desktops, laptops, mobile devices, and peripherals.
• Assist users through walk-ins, phone, email, and the ServiceNow platform.
• Provide dedicatedVIP support with extra care and professionalism

Device & System Management

• Set up and configure devices, including installs, moves, adds, and changes (IMAC).
• Resolve common issues with Windows, macOS, Office 365, VPN, and connectivity.
• Keep ticket records, solutions, and process documents accurate and up to date.

Meeting & Collaboration Support

• Ensure conference rooms and A/V systems are fully operational.
• Offer quick technical support during meetings when needed.

Coordination & Service Quality

• Escalate complex issues to remote support teams and follow through on resolutions.
• Meet established SLAs for response and resolution times.
• Partner with IT teams to improve automation, self-service options, and the overall user experience

Qualifications

• Demonstrated expertise in diagnosing and resolving issues on Windows and macOS, including Office 365, VPNs, and network connectivity.
• Practical experience in device deployment, configuration, and IMAC (Installs, Moves, Adds, and Changes) processes.
• Knowledge of IT service management tools (ServiceNow preferred) and proficiency with remote support tools such as ProxyPro or Microsoft Teams.
• Strong customer service orientation with experience supporting VIP users professionally.
• Possession of relevant certifications, such as CompTIA A+, ITIL Foundation, or equivalent (preferred).
• Good command in English and Japanese
• Adaptable to a hybrid work environment with rotational shift schedules, including weekends.

Who You Are

• Supportive and clear communicator, able to convey information effectively.
• Calm and soft-spoken demeanor.
• Customer-focused, attentive to greetings and overall user experience.

Location:

• Tokyo, Japan

*Note: This role is open to expats with a permanent residence in Japan