Field Support Engineer. | Japan Jobs | Fidel Consulting KK

Field Support Engineer.

Job Id : 6425
Posted : 2024-01-25
Industry : Information Technology and Services
Employment Type : Full Time, Permanent
Required Skills : Support Engineer, Desktop Support, Service Desk, Windows, Japanese2, English2, O365
City : Hachioji/Nagano/Aomori /Fukushima
State : Hachioji/Nagano/Aomori /Fukushima
Country : Japan
Annual Salary : ¥4,000,000 ~ ¥6,500,000

Job Description

Position Name : Field Support Engineer

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

Qualifications : 

  • 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

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


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