Desktop Support Engineer- EUC 2

Position Title: Desktop Support Engineer

Work Location:

• Work setup can be remote, with team members and customers located in Japan. Flexibility to work in JST (GMT+9) is needed. Address: Remote setup; however, the candidate should have the flexibility to report to the office when required, as certain tasks occasionally require hands-on physical support.
• Business hours: 9:00 - 18:00 (GMT+9). Occasional out of normal hours support may occur.

Roles & Responsibilities: 

• Candidate will provide Windows L2/L3 support including, but not limited to, troubleshooting hardware, software and operating system issues, as well as printers, utilizing L1 team onsite while providing highly technical troubleshooting remotely.
• Windows application package creation for SCCM and Intune environment
• Operating system deployment via PXE / USB ISO / Microsoft Configuration Manager
• Take ownership of incidents and service requests (SRQs) raised by users in ticket management system (ServiceNow)
• Ensure all Incidents and SRQs are addressed within stipulated SLA timelines and work is completed satisfactorily to avoid ticket reopening
• Reviewing and maintaining KB articles
• Contribution towards automation & service improvements

Required Skills: 

• Native level Japanese language skillset is a must.
• Experience in SCCM and Intune administration
• Knowledge and experience on Windows 11
• Should have good expertise in EUC tools, remote support tools, MS Office and Outlook.
• ITIL process of Incident, Change, Problem, Service Request and related activities.
• Knowledge and experience of ticketing tools (ServiceNow),
• Knowledge and experience on Service requests, incident, problem management and change process
• knowledge in Active Directory, Entra ID, GPO.

Optional Skills: 

• knowledge and experience of supporting tablets and/or iOS.
• 2-4 years of experience in Onsite support