Field Support Engineer- EUC L1

Position Title: Field Support Engineer

Work Location: 

• Ishikawa, Hachioji, Tokyo, Japan
  Address: 〒192-8507 東京都八王子市石川町2951
  business hours: 8:30 - 17:15 (GMT+9).  Occasional out of normal hours support may occur.

Roles & Responsibilities:

• Candidate will provide IT field support including, but not limited to, troubleshooting hardware, software and operating system issues, as well as printers, fax machines, telephony devices and peripherals, and fixing them without violating the hardware warranty or customer security compliance requirements
• Configuration & troubleshooting of Apple mobile devices
• Printer and VOIP phone configuration & troubleshooting
• Conference room A/V equipment assistance & troubleshooting
• Assisting basic onsite activities involving racks, patch panels, routers, firewalls, switches, servers and other enterprise level hardware while under instruction from remote teams
• 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
• Provide hands-&-feet support for Network devices, collaborating remotely with offshore team.  

Required Skills:

• Native Japanese or N1 communication skill
• 2-4 years of experience in Onsite support
• Knowledge and experience on Windows 10 and/or 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 such as spare and buffer stock management
• Knowledge and experience of ticketing tools (ServiceNow / Remedy etc.),
• Knowledge and experience on Service requests, incident, problem management and change process 

Optional Skills:

• knowledge in AD and smart hands and feet support.
• knowledge and experience of supporting tablets
• ability to lift / move computer equipment weighing up to 20kg