| Position : Enterprise Helpdesk Engineer | ||
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| Company Name |  BiOS/LINC Media Inc. |
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| Updated | 2008-10-03 | |
| Job Type | IT (Other) - Customer Support Engineer IT (Other) - In-house System Operator IT (Other) - Other |
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| Industry | IT Consulting | |
| Location | Kyushu/Okinawa Okinawa Japan |
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| Job Description | An opening in a widely recognised investment bank's helpdesk operations in Okinawa! Continue your financial IT career in sunnier climes! The requirements and responsibilities for all aspects of the (enter Job Title here) Role include (but are not limited to) the following: Member of a support team providing day-to-day desktop support by phone and Virtual Tech. (Problem Management system) Provide 1st level bilingual IT support to Citigroup internal users for PC and Infrastructure trouble shooting. Track all the work logs and input information into the Problem Management tracking system. Escalate unresolved tickets to the upper level support groups. Administrative work for user account. CUSTOMER SUPPORT Answer calls within stated guidelines. Provide information, advice or instruction in response to client inquiries. Provide a high degree of client satisfaction in all work undertaken. Act as client liaison for day-to-day problems. Show flexibility and initiative to anticipate customer needs and has a strong work ethic geared towards strong customer service PROBLEM TRACKING/LOG Record client inquiries and process paperwork/systems relevant to client inquiries. Include all the information provided by the clients into the problem tickets. ANALYZE SOLUTION Analyze problem root, solution and escalation point for resolving each issue most efficiently. Provide accurate and creative solutions to client problems meeting all pre-defined quality measurements. Understand support area’s environment and identify the best way to meet client’s requirement. ESCALATION Escalate calls within stated guidelines Provide all the necessary information to the next level support group for solving the problem most efficiently. Liaises internally to enable client queries to be answered and problems solved. Ensure completion of each client request and trouble ticket. Report to manager for critical issues. ADMINISTRATION Unlock/reset user account instructed by Information Security Officer. Ensure completion of each request. DOCUMENT Maintain documentation for both technical and user community Participate in building a knowledge base for internal |
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| Company Info | LINC Media was founded in 1996 by current CEO and President Terrie Lloyd to support foreign firms trying to enter Japan. In the ensuing years, the company grew into a full-fledged media firm with an English-language business magazine, recruiting service and bilingual technical support service. The sysytem integration division of LINC Media, BiOS provides multilingual technical consulting, integration, and support services all along the IT Spectrum. The business consultation division of LINC Media offers service such as market research, PR, office setup, recruiting, etc., as well as providing information and responding to enquiries from clients regarding the Japanese market. |
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| Working Hours | 7:30-16:30, 8:30-17:30, 11:00-20:00 on shift Monday to Friday | |
| Qualifications | Required Skills MS Office manipulation skills for daily work Effective communication skills over a phone English – Business, Japanese – Native Team player and self starter Quick mail writing and reading Required Licenses Windows- MOUSE, MCP is preferable. English- TOEIC score over 700. Work Experience Minimum 2 years in Japanese company.Minimum 1 year experience in IT customer support dept. |
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| English Level | Business Conversation Level (TOEIC 735-860) | |
| Japanese Level | Native Level | |
| Salary | Depends on experience | |
