Service Desk L1

Job Description

Appealing Points:

• Work in a dynamic support environment where you assist Japanese-speaking customers and gain hands-on experience with a wide range of modern IT tools, systems, and applications.
• Opportunity to enhance your technical expertise through real-world troubleshooting across Windows OS, Microsoft 365, VPN, MDM (Intune/MobileIron), hardware, and collaboration tools.
• Be part of a collaborative team with growth potential, contributing to process improvements while strengthening your skills in incident management and customer service.

Annual salary: 4.5 million and above

Job Responsibilities:

• Act as the first point of contact for customers seeking technical assistance via phone or email in Japanese.
• Perform remote troubleshooting using diagnostic techniques and relevant questions.
• Determine the best solution based on the issue and details provided by customers.
• Follow up and update customer status and information in the ticketing system.
• Identify and suggest improvements to existing procedures.
• Install and configure computer hardware, software, systems, networks, printers, and scanners.
• Provide first-level resolutions for End-User Computing and Business Applications.
• Create, categorize, and prioritize tickets in ServiceNow (SNOW) or any ticketing tool.
• Triage tickets to the appropriate support group.

Job Qualification:

• Strong analytical and coordination skills for effective incident management.
• Solid understanding of computer systems and troubleshooting expertise, particularly in Windows 10 and Windows 11 operating systems.
• Customer service orientation with the ability to collaborate effectively in a team environment.
• Excellent communication skills (voice and email) for handling Japanese-speaking customers professionally.
• Proficiency in diagnosing and resolving desktop and application issues, including Microsoft Office Suite and Adobe products.
• Experience in printer driver installation, configuration, and troubleshooting.
• Hands-on experience with Mobile Device Management (MDM) solutions such as MobileIron or Microsoft Intune, including configuration support for Android and iOS devices.
• Basic knowledge of business applications (L1) to enhance First Call Resolution (FCR).
• Strong troubleshooting skills for VPN connectivity and collaboration tools such as Microsoft Teams, Webex, and Jabra headsets.
• Experience in supporting Windows Active Directory domain and resolving password-related issues.
• Ability to perform remote troubleshooting using remote control tools (e.g., TeamViewer, Bomgar).
• Knowledge of Microsoft 365 Outlook configuration and troubleshooting.
• Expertise in installing and troubleshooting Microsoft Office Suite (Word, Excel, PowerPoint).
• Experience handling IT issues related to printers, hardware (laptops, iPhones, iPads, desktops), browsers, and system performance optimization.

Language Skills: Native level Japanese (JLPT N) and Business level English

Company Description 

One of the world's leading professional services companies, transforming clients' business, operating and technology models for the digital era. 

Their unique industry-based, consultative approach helps clients envision, build and run more innovative and efficient businesses. 

Headquartered in the U.S., this company is one of the Fortune 500 companies and is consistently listed among the most admired companies in the world.

 [Passive smoking measures]

Indoor smoking

Designated smoking area