Support Analyst responsible for client assistance and troubleshooting on forensic tools. Seeking to develop skills in digital forensics with a focus on client support.
About the role
- Junior IT Support Engineer providing IT support for internal stakeholders at a global lifestyle management company. Role involves troubleshooting and managing IT resources globally in a hybrid work setting.
Responsibilities
- Work in a hybrid environment, primarily within a Service Desk setting
- Provide telephone-based IT support to internal users in Japan and globally
- Deliver onsite desktop support for locally based users in the Tokyo office
- Monitor incoming tickets and triage them to appropriate team resources
- Respond to incidents, service requests, queries, and complaints in a timely, polite, and empathetic manner
- Take ownership of assigned incidents and service requests, ensuring resolution within SLA
- Actively contribute as a team member to achieve individual and team objectives
- Serve as the primary IT contact for the Tokyo office, including engagement with senior business stakeholders
- Manage and take ownership of all IT hardware used by local employees
- Build strong relationships with local users and represent the Global IT Support team positively
- Escalate technical or hierarchical issues when necessary
- Liaise with global technology teams to resolve dependencies and issues
- Coordinate with third-party vendors providing services to Ten
- Maintain continuous personal development with support from your line manager
- Perform other duties as assigned by management
Requirements
- Experience with Windows 11 and Active Directory
- Basic knowledge of firewalls, security concepts, antivirus, backup software, and email troubleshooting
- Strong troubleshooting skills across AD, servers, workstations, databases, and networking
- Experience with Office 365 and Azure cloud services related to desktop computing
- Hands-on experience supporting enterprise desktop applications (MS Office, O365, Chrome, Internet Explorer)
- Advanced troubleshooting of Microsoft OS, desktop hardware, and Mac devices
- Installation and support of workstations, servers, and print/scan devices
- Ability to guide users verbally through issue resolution when remote access is not possible
- MCSE certification (preferred)
- CCNA certification (advantageous)
- Working knowledge of ITIL methodology (preferred)
- Willingness to obtain relevant certifications as required by the business
- Fluency in both English and Japanese
- Strong written and verbal communication skills in both Japanese and English
- Highly motivated with a strong interest in technology and technical detail
- Trustworthy and able to perform effectively under pressure
- Well-organised with the ability to communicate technical topics clearly to non-technical users
- Comfortable working with third-party vendors (e.g. Microsoft)
- Able to produce clear, accurate, and professional documentation
- Professional telephone manner and adaptable communication style
- Strong listening skills with the ability to interpret user needs accurately
- Team-oriented, collaborative, and supportive of colleagues
- Effective workload management against defined targets
- Ability to maintain and continuously develop technical skills
- Experience working in high-pressure and complex system environments
- Quick learner with the ability to adopt new technologies
- Able to work independently with minimal supervision
- Positive attitude and strong personal energy
Benefits
- Comprehensive social insurance coverage
- Maternity leave, postnatal leave, and childcare leave
- Caregiver leave
- Free snacks and drinks provided in the refreshment room
- After completion of the probation period, remote work is possible approximately 2–3 days per week
- Sabbatical Leave *Employees who have been with the company for milestones such as 5 or 10 years are eligible to take up to one month of leave*
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Tech skills
Location requirements
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