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Updated 2025-03-11
Activated 2025-02-17
Activated 2025-02-17
Bilingual Technical Support + Triage Engineer – Enterprise Infra. Applications
| Company Name |
EIRE Systems K.K. |
|---|---|
| Job Type |
 IT (Other) - IT Help Desk IT (Other) - In-house System Operator |
| Industry | IT Consulting |
| Location |
Asia
Japan
Tokyo
Shinagawa
|
| Job Description |
Location: Shinagawa-ku (Hybrid onsite and work from home) JOB SUMMARY EIRE Systems is seeking the services of a Bilingual Technical Support and Triage Services Consultant to support the Japan operations of our client; a global Pharmaceuticals company. In performing this role well, you will: • Strive to provide best in class support across Enterprise IT Infrastructure Services, and contribute to an effective relationship between the end users and the internal IT functions. • Engage directly with the local Japan end users (using Japanese) to understand issues and underlying pain points • Work closely, and persistently, with Global IT infrastructure teams (using English), to optimize the end-user support experience • Leverage and analyze incident data to anticipate and recommend opportunities to improve user experience The role offers excellent career and personal development prospects, within a workplace that enables a happy balance of on-site and work from home practices. << Job Responsibilities: >> • Provide 2nd level technical support to resolve end-user issues. This includes support tickets related to software, hardware, and application issues • Continuous observation or analysis of applications releases to identify opportunities to proactively improve the user experience and reduce tickets flooding into the Service Desk • Coordinate and collaborate with the Global Services Desk (L1 / L1.5) and the Infrastructure Operations teams (L2) to continually improve quality of service for customers (end users). • Become a Subject Matter Expert of specific IT Infrastructure Services (such as Outlook, Office 365, Mobility Services, etc.) on behalf of the Global Corporate Applications Support and Triage organization. JOB SKILLS AND QUALIFICATIONS << Technical skills: >> • 3 years minimum experience working in an enterprise IT Infrastructure environment • Knowledge/experience for supporting the following IT Infrastructure technologies: . - Windows and Apple operating systems . - O365 Applications: Office Suite (Excel, Word, PowerPoint, etc.); OneDrive; OneNote; Microsoft Teams; Microsoft SharePoint; PowerApps (optional) . - Knowledge and general usage expertise of Azure Active Directory/ Active Directory . - Citrix/My Workspace . - Mobile Intune (for Mobility MDM (Mobile Device Management) Administration) . - ServiceNow << Language skills: >> • Bilingual – Japanese and English . o Fluent Japanese for interactions with the local Japanese end-user groups. . o Intermediate-to-advanced level English skills for verbal and written communications with overseas IT Service teams. << Professional skills: >> • Organized and deadline-driven work ethic, with ability to track multiple tasks simultaneously. Able to effectively set priorities and work well under deadlines with a strong attention to detail. • Strong team player with the ability to learn, • Solutions-oriented approach to providing IT Customer Service • Comfortable (and a preference for) working in an international and intercultural environment << Other Qualifications/Skills: >> • Associates/bachelor's degree in University/College • Understanding of ITIL (ITIL® (IT Infrastructure Library)) methodology for Incident and Problem Management, ITIL v4 Foundation Certification a plus • Project management experiences a plus, Jira/Confluence Tools a plus |
| Company Info |
EIRE Systems is a leading independent provider of professional IT services to the financial, insurance and multinational sectors in Japan and throughout the Asia-Pacific region. EIRE Systems has expertise across a wide spectrum of Information Technologies, with a track record for successfully completing hundreds of assignments since its establishment in 1996. We provide professional IT services, both project-based and ongoing operational support, in two main areas: 1．IT Services 2．Project Management EIRE Systems - Tokyo, Asia-Pacific, Beyond... EIRE Systems provides a wide-range of career choices for internationally-minded technology and support professionals. From the company’s small beginnings, EIRE Systems currently has 130 Tokyo-based employees and is expanding it’s local, regional and global expertise. We have established offices in Hong Kong, Singapore and Shanghai and are reaching further as we grow our presence throughout the Asia-Pacific. Measures against passive smoking: No smoking indoors allowed. |
| Job Requirements |
<< Language skills: >> • Bilingual – Japanese and English . o Fluent Japanese for interactions with the local Japanese end-user groups. . o Intermediate-to-advanced level English skills for verbal and written communications with overseas IT Service teams. << Qualifications/Skills: >> • 3 years minimum experience working in an enterprise IT Infrastructure environment • Knowledge/experience for supporting the following IT Infrastructure technologies: . - Windows and Apple operating systems . - O365 Applications: Office Suite (Excel, Word, PowerPoint, etc.); OneDrive; OneNote; Microsoft Teams; Microsoft SharePoint; PowerApps (optional) . - Knowledge and general usage expertise of Azure Active Directory/ Active Directory . - Citrix/My Workspace . - Mobile Intune (for Mobility MDM (Mobile Device Management) Administration) . - ServiceNow |
| English Level | Business Conversation Level (TOEIC 735-860) |
| Japanese Level | Fluent(JLPT Level 1 or N1) |
| Salary | Depends on experience |
| Other Salary Description |
Social Insurance Commuting/ Transportation Allowance Relaxation Facilities Education/ Training |
| Holidays |
Five-Day Workweek Paid Holidays Congratulatory or Condolence Leave Child-care Leave Sick Leave |
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