Job Description

Position Name: Desktop Support Lead

Role and 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, Skype, 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 the 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
• Mentoring & training L1 resources
• Contribution towards automation & service improvements 

Qualification

• 7-10 years of strong experience providing IT Infrastructure field support in most or all key areas mentioned above
• Team leading experience
• Excellent customer management skills
• Good oral and written communication in Japanese at Native level with business English skill 
• Self-driven and result-oriented
• Really passionate about the work
• Proactive and works with a sense of urgency
• Basic understanding of enterprise LAN/WAN setups, TCP/IP networking, DNS, DHCP, VPN, and RDP working principles
• Good knowledge in configuring mail & troubleshooting of Mobile Device Management system (Airwatch / Xenmobile / MobileIron etc)
• Understanding of data backups
• Understanding and troubleshooting of VDI, SCCM / LanDesk / Altris
• Ability to lift/move computer equipment weighing up to 50lbs.
• Knowledge and experience of ticketing tools (ServiceNow / Remedy etc.),
• Knowledge and experience on Service requests, incident, problem management, and change process 
• Preferably with an Associate’s Degree in Electronics and CompTIA A+ Certification

Holiday & Benefits 

• Weekends off
• Summer vacation
• New Year holiday
• Paid holidays
• Maternity leave
• Pension
• Health consultation by an in-house physician
• Social insurance

Company Description

A leading global information technology, consulting, and business process services company. We harness the power of cognitive computing, hyper-automation, robotics, cloud, analytics, and emerging technologies to help our clients adapt to the digital world and make them successful. A company recognized globally for its comprehensive portfolio of services, a strong commitment to sustainability, and good corporate citizenship, we have over 160,000 dedicated employees serving clients across six continents. Together, we discover ideas and connect the dots to build a better and a bold new future.
[Measures against passive smoking]
No smoking indoors allowed
Designated smoking area