IT Support Engineer

Job Description

 Appealing Points:

• Hands-on exposure to both end-user support and core IT infrastructure, including servers, networks, and data center operations
• Opportunity to work with widely used enterprise tools and technologies such as Microsoft 365, Active Directory, ITIL processes, and ticketing systems
• Strong learning and growth potential with involvement in cloud basics, scripting, and collaboration with cross-functional and vendor teams

Annual salary: 4 million and above

Job Description:

• We are looking for an IT Infrastructure Support Engineer with hands-on experience in help desk operations, PC and peripheral support, and server/network operation and maintenance. The role involves providing reliable on-site and remote support in an enterprise environment while ensuring stable IT operations and high user satisfaction.

Job Responsibilities:

• Provide help desk and technical support for end users (PCs, laptops, peripherals, printers, mobile devices)
• Troubleshoot hardware, software, OS, and application issues
• Support Microsoft 365 (Outlook, Teams, OneDrive, SharePoint) and common business applications
• Perform user account management using Active Directory (account creation, access control, password reset)
• Handle incident, service request, and problem management following ITIL processes
• Manage and update tickets using tools such as ServiceNow, Remedy, or similar
• Assist with server and network operation and maintenance, including:
• Monitoring systems
• Basic configuration changes
• Smart hands support for data centers and network equipment
• Support OS deployment, patching, and asset management
• Prepare and maintain technical documentation, SOPs, and knowledge base articles
• Coordinate with internal teams, vendors, and escalation teams when required
• Ensure issues are resolved within SLA and maintain high service quality

Job Qualifications:

• 2–5+ years of experience in IT support / infrastructure support
• Strong experience with Windows OS (Windows 10/11)
• Good knowledge of PCs, peripherals, and end-user computing (EUC)
• Basic understanding of server and network environments (Windows Server, LAN/WAN, switches, routers)
• Experience with ticketing systems (ServiceNow, Remedy, Jira, Zendesk, etc.)
• Familiarity with ITIL processes (Incident, Problem, Change, Service Request)
• Good troubleshooting and problem-solving skills
• Strong communication and customer support mindset
• Nice to Have:
• Experience with macOS / mobile device support
• Knowledge of Azure / cloud environments
• Basic scripting knowledge (PowerShell)
• Data center or smart hands support experience
• IT certifications (ITIL, Microsoft, CompTIA, etc.)

Ideal Candidate Profile :

• Hands-on, practical support engineer
• Comfortable working directly with users and infrastructure teams
• Able to handle both end-user support and basic infrastructure operations
• Strong sense of ownership and service quality

Language Proficiency: Business level Japanese (N2) and Business level English.

About Company

The company focuses on building IT infrastructure solutions and providing cloud solutions and services in the construction, maintenance, and operation of network systems. With approximately 2,000 cloud, server, network security, and other IT infrastructure engineers. This company is an IT infrastructure company that develops a wide range of solutions to meet the needs of customers for the information and communication systems they implement. In addition to 17 locations throughout Japan, the company also has offices in China, South Korea, and India (as of 4 January 2022).