Position Title: Field Support Team Lead

Work Location: • Utsugi, Hachioji, Tokyo

Roles & Responsibilities:

Candidate will: • Manage the team providing wide range of IT support in 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. • Be point of escalations and will work to provide resolution for any incidents, requests, and other inquiries related to the operations the team is responsible and/or involved in. • Provide guidance, advise, and mentor the team members for maintaining quality output • Communicate with customer stakeholders at management to understand, assess, and take necessary actions to maintain the quality Field Support services. • Communicate with The team the candidate will manage does the following: • Provide hardware fix while adhering to the hardware warranty and organization’s security compliance requirements • Install and troubleshoot typical business software/applications like Adobe, internet browsers, Office applications (O365, Outlook, Excel, Word, PowerPoint, Teams, Skype, OneDrive) • Provide hands-and-feet support for network requirements including basic onsite activities around racks, patch panels, routers, firewalls, switches, servers and other enterprise level hardware while under instruction from remote teams • Build and ship organization’s standard PC via PXE / USB ISO / Microsoft Configuration Manager • Take ownership of incidents and service requests (SRQs) raised by users in ticket management system • Ensure all Incidents and SRQs are addressed within stipulated SLA timelines and work is completed satisfactorily to avoid ticket reopening • Review and maintain KB articles • Collaborate, mentor, and train L1 resources • Provide VIP support for deskside issues and requirements • Participate in MI calls • Contribute towards automation & service improvements

Required Skills: • Good oral and written communication in Japanese at Native level and business English skill • 7+ years’ of strong experience providing IT Infrastructure field support in most or all key areas mentioned above • Strong team leading and people management skill • Excellent customer management skill • Self-driven, result oriented, and passionate about the work • Fundamental understanding of enterprise LAN/WAN setups, TCP/IP networking, DNS, DHCP, VPN, and RDP working principles • Good knowledge in configuring mail & troubleshooting of Mobile Device Management system (Airwatch / Xenmobile / MobileIron etc) • Understanding of data backups • Knowledge and experience of ticketing tools (ServiceNow / Remedy etc.), • Knowledge and experience on Service requests, incident, problem management and change process