Job description


l Reports to Assistant Manager, Service Desk, Asia in Hong Kong

Key Responsibilities:

· Responsible for daily IT support

· Monitor Service Desk tickets assigned to the queue and resolve timely based on severity level

  • Install and configure computer hardware, software, systems, networks, printers, scanners, as well as mobile devices, etc.
  • Provide technical support including network connectivity, software tools, and infrastructure related work

· Act as facilitator to support applications, work with vendors and internal support team to resolve the problem

· Communicate to users to determine the nature of problems and the best approach for resolving the issues

· Perform hardware and software upgrades as required

· Handle projects by working with infrastructure project team to define requirements and implementation plan

· Handle equipment sourcing, procurement and maintenance as requested by the local country

· Align with Service Desk Manager to handle complaints, make suggestion for improvement

· Escalate and report any emergency cases

· Analyze the incident tickets and determine the areas of improvement

· Maintain IT equipment inventory

· Conduct knowledge sharing/training session as necessary

· Communicate and escalate any business IT needs to AHQ team

· Document support procedure

Necessary Skills & Experience:

· Has 1-2 years of working experience as a tier 2 end user service support

· Windows administration and troubleshooting skills for Microsoft Windows 7, Active Directory, MS Office 365 including Outlook, Lotus Notes 8.5, VPN, and Network connectivity.

· Able to work independently and liaised with the global infrastructure team

· Be a self-starter, a team player, and be able work in a fast paced, environment.

· Excellent analytical and problems solving skills

· Excellent interpersonal and communication skills

· Fluent in Japanese and strong in English (verbal and written skill)

· Ability to work some weekends as requested

Job details

Job type
¥4,500,000 Yearly ~ ¥6,000,000 Yearly
Language requirement
Japanese (Native), English (Business)


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