Information Technology Support Engineer

Bilingual IT support engineer

Key Responsibilities:

Network Support

• Monitor, maintain, and troubleshoot LAN, WAN, Wi-Fi, VPN, routers, switches, firewalls, and network-connected devices.
• Configure and support network infrastructure including IP addressing, VLANs, DNS, DHCP, and wireless access points.
• Diagnose and resolve network connectivity working with global network team.
• Racking, unracking, mounting switches etc.

End User Technical Support

• Provide Level 1 and Level 1.5 technical support for hardware, software, and network-related issues.
• Install, configure, and support Windows devices, printers, scanners, mobile devices, and peripherals.
• Troubleshoot Microsoft 365 applications, Teams, Outlook, OneDrive, and related services.
• Handle incidents, service requests, and escalations within agreed SLAs.
• Support remote users through Microsoft Teams
• Conduct root cause analysis and implement corrective actions to prevent recurring issues.

Experience (MUST)

• 3-5+ years of experience in network administration and technical support roles.
• Experience supporting enterprise users in Windows environments.
• Hands-on experience with network troubleshooting and infrastructure support.
• Experience using ITSM tools such as ServiceNow, Remedy, Jira Service Management, or similar.
• Must be a bilingual as Japanese and English skill are needed.
• For Japanese candidate TOEIC-850+, for foreign candidate JLPT N2 or above

Certifications

Preferred

• Cisco Certified Network Associate (CCNA) or above
• CompTIA Network+
• Microsoft Certified: Modern Desktop Administrator
• Microsoft 365 Certified Fundamentals
• ITIL Foundation

Soft Skills

• Excellent problem-solving and analytical abilities.
• Strong verbal and written communication skills.
• Customer-oriented mindset with a strong focus on user satisfaction.
• Ability to work independently and within a team environment.
• Strong documentation and organizational skills.
• Ability to manage multiple priorities in a fast-paced environment.