Desktop Support Engineer

Position Title: Desktop Support Engineer

Work Location:

• Work setup is remote, with team members and customers located in Japan. Flexibility to work in JST (GMT+9) is needed.
• Address: (remote setup)
• 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:

• Experience in SCCM and Intune administration

• Knowledge and experience on Windows 10 and 11

• Should have good expertise in EUC tools, remote support tools, MS Office and Outlook.

• Preferable to have a good understanding of VPN and mobile device support.

• 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

• knowledge of Japanese language a big plus

• 2-4 years of experience in Onsite support