Desktop Support Engineer (L2 support)

As a DevOps Engineer (L1/L2), you will be part of a global IT operations team, responsible for delivering and automating fast, friendly, and effective technical support to end-users across the Omnissa platforms. This role combines traditional helpdesk responsibilities with a strong focus on automation, process optimization, and knowledge management. The engineer acts as the first and second line of defense for all IT-related incidents and requests, while proactively identifying, building, and maintaining automation solutions to reduce repetitive L1 tasks, improve response times, and enhance the overall employee experience.

Key Responsibilities

• Provide L1 and L2 technical support via chat, ticketing system, email, and phone (callback only).
• Desk-side support and on-site IT infrastructure Support.
• Own end-to-end ticket lifecycle: logging, categorization, prioritization, troubleshooting, resolution, routing/escalation, and closure.
• Perform remote troubleshooting and resolution.
• Deliver white-glove IT support for new hires (hardware/software setup)
• Create, maintain, and improve knowledge base (KB) articles for internal team use
• Develop, curate, and continuously update content, intents and workflows for the Omnissa’s internal Chat BOT (# Ozone-assist-Bot)
• Identify repetitive L1 incidents and proactively design automation opportunities to eliminate or reduce manual effort.
• Build, test, deploy, and document new automations
• Regularly review, upgrade, and optimize existing automations for performance and relevance
• Generate regular reports and metrics on ticket trends, automation impact, SLA performance, and service improvements
• Conduct training sessions for new service desk team members when required.
• Rotational shifts (day/night/weekends) and ensure seamless 24×7 Ozone operations.

Skills & Qualifications

• 1+ years of experience in a service desk, helpdesk, or technical support role (L1/L2)
• Desktop Support, Laptop Provisioning, and Troubleshooting.
• Basic Knowledge of Windows and Linux Operating Systems.
• Strong experience with ticketing systems ( Jira Service Management - JSM)
• Solid understanding of Windows and macOS environments, Microsoft 365 suite, Active Directory, and common SaaS applications.
• Basic understanding of networking, VPN, and Endpoint security concepts
• Proven hands-on experience building and maintaining automations (Power Automate, scripting – PowerShell/Python, Atlassian Assist workflows, etc.)
• Experience in training or managing content for AI-powered chatbots or virtual assistants
• Strong troubleshooting and problem-solving abilities
• Experience creating and managing knowledge base articles and self-service content
• Familiarity with IT onboarding/offboarding processes and access management
• Knowledge of ITIL processes; ITIL Foundation certification is a plus.
• Excellent written and verbal communication skills with a customer-first mindset
• Must work from the Tokyo office (Japan); remote work is not available.