End User Support Specialist

Job Description

Appealing points: 

• Diverse, Hands-On Technical Exposure: Engage with a wide array of technologies including Microsoft 365, endpoint security, VPN, collaboration tools like Zoom and Webex, and both Windows and macOS platforms—ideal for professionals seeking to broaden their technical skill set.
• Critical Incident Leadership Opportunities: Take a lead role in resolving high-priority IT issues and contribute to strategic root cause analysis and Problem Management, offering a meaningful impact on business continuity and IT service improvement.
• Global Environment with Bilingual Scope: Utilize both Japanese (JLPT N1) and English in a professional setting, offering a unique opportunity to work in a culturally diverse, bilingual environment while supporting a global user base.

Annual Salary: 5.5 million and above

Responsibilities:

End User Support & Hardware Lifecycle

• Provide Level 1 & 2 support for desktops, laptops, mobile devices, printers, and peripherals.

Incident, Service & Problem Management

• Respond to and resolve incidents, service requests, and access-related issues within SLA.
• Lead or support the resolution of critical (P1/P0) incidents and participate in root cause analysis and Problem Management processes.

Software & Technology Integration

• Install, configure, and troubleshoot software applications including Microsoft 365, endpoint security tools, remote access (VPN), collaboration tools, and OS.
• Coordinate remediation for vulnerable software or misconfigured devices.
• Support network, infrastructure, and telecom services in coordination with respective teams.
• Deliver audio/video and hybrid meeting room support including Zoom, Microsoft Teams, Cisco Webex, etc.

User Lifecycle & Access Support

• Handle onboarding/offboarding IT tasks including account provisioning and building access requests.
• Support compliance with identity management, security policies, and user provisioning guidelines.

Qualification

• Bachelor’s degree in information technology, Computer Science, or related field.
• 3–5 years of experience in End User Computing, Desktop Support, or IT Helpdesk roles.
• Hands-on knowledge of Windows 10/11, macOS, Microsoft 365, Active Directory, Intune/SCCM.
• Familiarity with ITSM tools like ServiceNow, Remedy, or similar platforms.
• Understanding of ITIL processes (Incident, Problem, Change, Knowledge, Capacity Management).
• Experience in A/V support, collaboration tools, endpoint security, and remote troubleshooting.
• Basic understanding of networking, infrastructure, and telecom concepts.
• Strong interpersonal and communication skills with a focus on user experience.

Japanese Languages: Japanese (JLPT N1 ) fluent level and business level English

Company Description

This is a global digital transformation solutions provider. For more than 20 years, Company has worked side by side with the world’s best companies to make a real impact through transformation. Powered by technology, inspired by people, and led by purpose, we have partnered with their clients from design to operation. With deep domain expertise and a future-proof philosophy, Company embeds innovation and agility into its clients’ organizations. With over 29,000 employees in 30 countries, we build for boundless impact—touching billions of lives in the process.