Desktop Support Engineer

Bilingual Desktop Support Engineer

Language: Fluency in Japanese and Business level in English

Duties include (but not limited to):

• Accurately testing, identifying, repairing, resolving, and documenting end user technical issues regarding basic network/desktop/laptop support, Printers, PDAs, iPhone/iPad & other Smart Devices
• Break-fix, troubleshoot and resolve software issues; Reimaging computers/hard drives
• IMACD function including installation and decommission
• Backing up and restoring user data, settings and associated systems administration activities
• Assist ServiceDesk/Remote Desktop Support teams for hands and feet coordination efforts
• Assist on Incident and Problem management activities
• Taking ownership of issues through to resolution on all appropriate requests
• Categorize and prioritize end user support requests (Incidents) and service requests by utilizing ticketing system to track tickets and provide up-to-date status and information
• Move equipment associated with escalated incidents and service requests
• Performing asset inventory activities as needed
• Recommends and/or performs upgrades on systems to ensure longevity
• Works with procurement staff to purchase hardware and software
• Maintain spare parts/ inventory list on a monthly basis and coordinate for any disposal requests
• Provide trade show planning and support, setup, test, training, logistics and maintenance of all required Workstation and peripheral equipment at the site.
• Be available for Oncall support during afterhours as and when necessary for Priority 1 & 2 Incidents
• Adhere to ticket response and resolution SLA’s as agreed upon with the customer
• Basic understanding of DHCP, DNS, IP addressing and sub netting & Basic understanding of fixing Wireless LAN, Ethernet desktop configuration issues
• Support during Town Halls, Board Meetings, Executive Conferences, Auditorium Meetings. Desired experience on supporting Cisco, Avaya, Logitech or MS Teams Room
• Smart hands support for Rack & Stack of Server, Storage, Network & Firewall components
• Provide basic to intermediate support for IDF & MDF closets including but not limited to providing console access, checking & reporting UPS & Cooling alerts, PDU’s, patch panel & structured cabling
• If necessary & required liaise with Third Party Vendors & support for resolving complex or OEM related issues

Desired Experience:

• 3 years of experience in the field or in a related area required
• Strong Microsoft Office skills (Outlook, Word, Excel, PowerPoint etc)
• Strong Microsoft Operating System installation and troubleshooting skills, experience on Mac OS is an added advantage
• Knowledge of Mobile OS like iOS, iPadOS & Android
• Strong Break / Fix skills Desktops, Workstations, Notebooks and Printers and Handhelds
• Broad experience of IT with basic understanding of Networks, Servers and Telecoms
• Strong Customer service skills
• Ability to provide consistent, excellent customer support to entire staff, representing a variety of personalities and management levels
• Strong written and verbal communication skills
• Must be detail oriented and self-motivated
• Background security check required
• High School Diploma or higher degree is preferred but not a showstopper for ideal candidate
• Comp TIA A or Apple Mac Certified Technician or Microsoft Certified Desktop Support Technician is desired
• Knowledge & usage of at least one or more ITSM tools like Service Now, Fresh Service etc. will be preferred