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Updated 2025-03-24
Activated 2025-03-12
Activated 2025-03-12
IT Support Engineer 【Great work-life balance】
| Company Name |
systemsGo Corporation |
|---|---|
| Job Type |
 IT (Other) - Customer Support Engineer IT (Other) - Other |
| Industry | IT Consulting |
| Location |
Asia
Japan
Tokyo
Minato
Asia Japan Toyama Asia Japan Miyagi |
| Job Description |
【Responsibilities】 ● Provide regular scheduled and ad hoc support to systemsGo clients ● Follow instructions given by the Team Lead to complete regular onsite support tasks ● Troubleshoot internal IT infrastructure and network-related problems ● Alert systemsGo management of potential critical situations. Monitor critical client problems until they are resolved ● Follow instructions given by the Team Lead or Project Manager to assist on projects for engineering tasks ● Set up, install, configure and test computer and network systems as needed to complete projects on schedule ● Assist sales team by collecting information on client systems and problems faced onsite ● Effectively communicate client status with Account Executives and primary engineers ● Utilize systemsGo’s processes and methodologies to provide a consistent and competent level of service to the client ● Actively build on IT and communication skills to improve on skill set and productivity |
| Company Info | systemsGo is recognized for consistent high quality IT solutions combining local awareness with the ability to communicate with IT HQ staff abroad and implement global IT standards in a local context. Our experienced Service Delivery team, our well-honed business model and our strong understanding of assisting foreign companies in Asia ensures satisfied clients, repeat business and referrals. |
| Working Hours | Mon-Fri 9AM-6PM |
| Job Requirements |
We are currently seeking a Team Leader to work at our client’s office in Tokyo. The client is a global Medical Equipment Manufacturer who works to make healthcare even better. The position will involve working in a friendly, work-life balance, diverse environment. 【Requirements】 • Oversee the day-to-day operations of the Technical Support Team • Act as a senior agent who will drive customer satisfaction through customer support • Provide direct supervision of the technical support engineers • Act as a mentor and provide oversight, coaching, and training to team members • Be the point of contact when it comes to technical escalations • Record and track team SLAs and workflows • Clearly communicate issues to SDM as needed, be able to be a communication bridge between the clients and the sG management team • Manage and report on all incoming technical support inquiries • On-board all new team members • Assist in the creation of the team KPIs as well as monitor and report on results • Ensure that all customer inquiries and issues are solved correctly and in a prompt and professional manner • Work to create any relevant support material for the team • Implement any necessary preventive measures to reduce customer faults and issues • Review all technical support-related processes and documentation for continuous improvement • Assist in the creation and implementation of customer self-service material and tools • Valid work permission in Japan 【Knowledge, Skills & Abilities】 • Excellent communicator, both oral and written • Strong problem-solving and communication skills between sG and clients • Love being the first line of support and troubleshooting issues • Strong analytical skills to investigate and resolve customer support tickets • Able to multi-task efficiently under time pressure • Previous experience in managing customer-focused teams • Proven experience in managing a service and support-focused team culture • 5+ Years experience in a Technical Support role |
| English Level | Business Conversation Level (TOEIC 735-860) |
| Japanese Level | Business Level(JLPT Level 2 or N2) |
| Salary | JPY - Japanese Yen JPY 4000K - JPY 6500K |
| Other Salary Description |
Social Insurance Commuting/ Transportation Allowance Technical Certification Support & Reward Birthday Gift |
| Holidays |
Five-Day Workweek Sick Leave Paid Holidays |
| Job Contract Period |
Permanent |
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