Desktop Support Engineer

Job Description
Desktop Support Engineer

Role purpose:

This role interacts closely with Desktop Support Manager and Team Leader, APAC and the rest of the Corporate Technology Services to provide technical expertise and support for all associated systems throughout APAC, both in an office and a warehouse environment.

The primary function of this role is to provide IT service and support within an office and warehouse environment, with a secondary function to support, learn and develop in the arena of server and application support.

This role requires excellent technical and communication skills as well as initiative to ensure consistent delivery of quality services. It is necessary that a first-class awareness of the environment across all platforms is understood and that this awareness is articulated clearly at all times. It is a key requirement that regular updates of workflow, project progress and key activities are communicated to the line manager.

Key Responsibilities:
Provide first- and second-tier support (tier 3 if so required) to end users for IT incidents, e.g. PC, MAC, network and server peripherals, in-house / external applications and hardware incidents.
Interact with various Corporate Technology Service teams such as network services, infrastructure, software systems engineering, and/or applications development to restore service and/or identify and correct core problems.
The Support Engineer must have an excellent understanding of computers (both hardware and software) and a demonstrated willingness to learn and apply new technology.
Provide hardware and software support and solutions to end users on desktop and laptop problems
Providing end user support on all corporate platforms
Following standard procedures for proper escalation of unresolved issues to the appropriate internal teams. Ensuring the security of desktop and mobile devices
Ensuring uptime of all desktop systems in line with any SLAs
Providing regular progress reports to the Team Leader
Ensuring assigned working tasks are kept up to date and that support issues are resolved in a timely manner
Ensuring sufficient monitoring and alerting is in place for all relevant desktop systems
Keeping asset and change management systems up to date at all times
Documenting all work and ensuring measures are in place to allow others to pick up support and project work where necessary
Skills and Experience:
BS degree in Information Technology, Computer Science or equivalent
At least three years hands-on technical support experience in Windows and Mac environment
Able to proactively identify, manage, and resolve issues arising from the support process in a timely manner
Ability and experience in preparing procedures, workflows and related documentation
Hands-on experience in supporting Exchange e-mail, mobile devices, SCCM, communication tools, VPN and remote desktop user support in a corporate network environment
Familiar with Microsoft Active Directory
Good communication and interpersonal skill
Able to communicate effectively in Japanese and English, and to prepare procedures, workflows and related documentation in English
Good initiative, able to work well under pressure, good user relations
Able to work well either on one’s own, or part of a team
Quick learner with a ’can-do’ attitude
Reports to: Desktop Support Manager APAC in Hong Kong office

Location

This role is based in our Tokyo office, with occasional assignments to be delivered in warehouse at Tsurumi.

Office Hours

Your office hours will be 40 hours per week working Monday to Fridays. Need to available to work an occasional weekend day or evening for a special project. You are required to be part of 7*24 on-call support roster.

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