Job Description

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 • Installation and troubleshooting of typical business software/applications like Adobe, internet browsers • Installation and troubleshooting of office applications (O365, Outlook, Excel, Word, PowerPoint, Teams, OneDrive) • 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 • 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 • Provide VIP support for Desk side issues per contract and be point of contact at the site for all IT related issues if no other IT support team unavailable like for MI calls • Contribution towards automation & service improvements Required Skills: • Native Japanese or N2 communication skill (90% of the work is conducted in Japanese language) • 2-4 years of experience in Onsite support • Knowledge and experience on Windows 10 OS • Should have good expertise on 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: knowledge in AD and smart hands and feet support. • Optional: knowledge and experience of supporting tablets

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Do

• Ensure timely response of all the tickets raised by the client end user
• Service requests solutioning by maintaining quality parameters
• Act as a custodian of client’s network/ server/ system/ storage/ platform/ infrastructure and other equipment’s to keep track of each of their proper functioning and upkeep
• Keep a check on the number of tickets raised (dial home/ email/ chat/ IMS), ensuring right solutioning as per the defined resolution timeframe
• Perform root cause analysis of the tickets raised and create an action plan to resolve the problem to ensure right client satisfaction
• Provide an acceptance and immediate resolution to the high priority tickets/ service
• Installing and configuring software/ hardware requirements based on service requests
• 100% adherence to timeliness as per the priority of each issue, to manage client expectations and ensure zero escalations
• Provide application/ user access as per client requirements and requests to ensure timely solutioning
• Track all the tickets from acceptance to resolution stage as per the resolution time defined     by the customer
• Maintain timely backup of important data/ logs and management resources to ensure the solution is of acceptable quality to maintain client satisfaction
• Coordinate with on-site team for complex problem resolution and ensure timely client servicing
• Review the log which Chat BOTS gather and ensure all the service requests/ issues are resolved in a timely manner

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Deliver

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