Onsite Support Analyst

Company Overview
Our client is a global retail company founded in Europe.

Job Description
Do you thrive on delivering state of the art support to your users – both office and remote users, and are you able to build strong relations with your users and your colleagues in other locations – then we have a great opportunity for you!

Our client is in need of strong IT Support Analysts to join their brand new global IT onsite support organization. You will need to be confident in your skills and demonstrate your capabilities every day in a very dynamic environment.


• For the retail channel and offices.
• Support both existing store portfolio, offices and new store openings
• Be the Global IT Ambassador for IT Support in the office
• Work closely with colleagues in other locations and external IT partners
• Enjoy working independently in the local office while sharing your experiences with your colleagues in other countries
• Provide Level 1 support for IT & application issues for both office and stores. This includes translation of incident/request from Japanese to English
• Log a ticket and coordinate with vendors till the incident/request is resolved
• Provide Level 2 support collaborating with ServiceDesk and IT vendors when cases cannot be solved remotely
• Act as “smart hands” for remote support team
• Dispatch to store(s) as per request
• Manage the local IT assets (including procurement and decommission of equipment) and ensure they are always fully operational
• Fix technical issues remotely for stores or if necessary organize on site third party support
• Support for store openings & refits
• Onsite support for office employees – and all onsite equipment (e.g. Printers, AV, etc)
• Facilitate Introductions and training in the IT landscape for new starters
• Software Upgrades, Deployment & License administration (MAC & PC)
• Diagnosing and solving hardware/software faults
• Logging customer/employee queries
• Analyzing call logs to spot trends and underlying issues

Requirements
Position Requirements

• Bachelor degree or higher in Computer Science or IT related fields
• At least 3-5 years of Experience with working knowledge of ITIL and ITSM
• In-depth knowledge of Windows 10, iOS, Android, Office 365, Skype for Business, and standard office Hardware, peripherals, and office equipment
• Working experience in analyzing, troubleshooting, installing, maintaining and supporting a wide spectrum of work station configurations and peripheral devices, audio-visual equipment and application services in a networked environment is required
• Previous experience with Retail and office IT support
• Experience and understanding of IT systems within a Retail and office environment
• Ability to support and advise users both in person and via long distance communications
• Commercial awareness of new IT trends within Retail industry
• Be willing to support remote sites, including occasional visits
• Experience of working in Projects environment is a plus
• Good time management
• Decision making and problem solving
• MCP, MCSE, MCSA, or any related professional certification is a plus
• Exceptional Interpersonal and customer service skills
• Fluent in Japanese and English. Excellent communication skills, written and verbal



Industry
• Apparel & Fashion
• Consumer Goods
• Retail

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