Desktop Support Japan

We're currently looking for talented individuals like you to join our team in an IT Support Specialist role. This position involves a dynamic mix of responsibilities, including resolving escalated incidents, software installation, troubleshooting, and maintaining both in-house and third-party applications.

Company

AXIOM Technologies

Designation

IT Support

Location

Japan

Position

Permanent

Experience

2+ years to 5 years

Budget

4000 USD Per Month

Candidates must be living in Japan to apply for this role.

Role Overview

• Hardware Troubleshooting: Support for desktops, laptops, printers, and accessories. Smart hand support for networking hardware (routers, switches, firewalls) and conference room A/V equipment.
• Operating System & Software: Expertise in installing and troubleshooting Windows, Mac, and Linux OS, along with key applications like O365, Adobe, and others. Knowledge in mobile device management (Airwatch, Xenmobile, etc.).
• Tools & Processes: Experience with ServiceNow or Remedy, managing service requests and incidents, mentoring L1 resources, and contributing to process improvements.

What We Need

• Proficiency in L2 hardware and software troubleshooting and a solid understanding of networking concepts.
• Experience with TCP/IP, DNS, DHCP, VPN, and RDP, and OS imaging and troubleshooting.
• Ability to manage and resolve technical issues under SLAs and mentor junior team members.

§ Hardware Troubleshooting and Repair

• Skilled in desk side support for Installing & L2 level troubleshooting of Operating Systems,
• L2 level experience in installing & troubleshooting hardware issues for Laptop, Desktop, Printers and accessories
• Good knowledge of enterprise LAN and WAN setups and concepts. Ability to perform smart and physical assistance activity under instruction, at sites
• Ability to lift / move computer equipment weighing up to 50Lbs.
• Conference room A/V equipment assistance & troubleshooting
• L2 level VOIP phone configuration & troubleshooting
• Smart hand support for peripheral and networking hardware, including, but not limited to monitors, keyboards, mice, printers, fax machines, scanners, routers, wireless routers, switches, firewalls, racks, cabinets, multi-port data termination panels all under 'Smart Hands' capability

§ Operating System & Software

• Expert in desk side support for Installing & troubleshooting Operating Systems (Windows / MAC/Linux OS)
• Experience with Anti-spyware and Anti-virus software.
• Deep dive analysis of OS and application issues including antivirus or others
• Good knowledge on installation and troubleshooting of standard software's / application like Adobe, browsers
• Good knowledge on installation and troubleshooting of office applications (O365, Outlook, Excel, Word, PowerPoint, Teams, Skype, OneDrive)
• Good knowledge of TCP/IP networking, DNS, DHCP, VPN, and RDP working principles
• Good knowledge in configuring mail & troubleshooting of Mobile Device Management system ( Airwatch / Xenmobile / Mobile iron etc),
• Understanding on Data backups,
• Understanding and troubleshooting for VDI, SCCM / LanDesk / Altris,
• Good knowledge in configuration & troubleshooting of Apple machines /mobile devices

§ Tools & Process

• Knowledge and experience on Service requests, incident, problem management and change process,
• Experienced in repeat call analysis with preventive & corrective actions
• Preferably with an Associate's Degree in Electronics and CompTIA A+ Certification.
• Knowledge and experience of ticketing tools (ServiceNow / Remedy etc.),
• Mentoring & training L1 resources
• Reviewing and maintaining KB articles
• Contribution towards automation & service improvements
• Ensuring all SRQs, Incidents are addressed within stipulated SLA timelines and avoid Rework
• Analysis and reporting of pending tickets, SLA breaches, rework, DCSAT ,top call issues and ticket quality