【Office 365 バイリンガル サポートエンジニア グローバルチームと連携して働く日本でのpoint of contactポジションです】 | 株式会社エイチシーエル・ジャパン/HCL JAPAN LTD.の求人詳細

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更新日 2019-03-25
掲載開始日 2019-03-15

【Office 365 バイリンガル サポートエンジニア グローバルチームと連携して働く日本でのpoint of contactポジションです】

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企業名
直接採用

株式会社エイチシーエル・ジャパン/HCL JAPAN LTD.

職種
株式会社エイチシーエル・ジャパン/HCL JAPAN LTD.
IT関連(その他) - カスタマーサポートエンジニア
IT関連(その他) - IT ヘルプデスク
IT関連(その他) - その他
業種 ITコンサルティング
勤務地 アジア 日本 東京都

仕事内容 HCL Japanでは、ビジネス拡大により、Office 365のユーザーサポート対応をする バイリンガルサポートエンジニアを採用しています。

グローバル環境でダイナミックなデリバリーモデルを強みとした弊社のチームに、経験あるプロフェッショナルとして加わりキャリアアップを目指しませんか?

日本ではお一人でクライアントユーザーの対応をする責任のあるポジションになります。

ダイナミックなグローバルサービスモデルをベースにソリューションを提供している弊社では、チャレンジ精神、オープンマインドを持った仲間を積極的に採用しています。

大手企業のユーザーをクライアントとして、技術サポートを行う業務内容となり、ユーザーとは主に日本語、社内チームとは主に英語でコミュニケーションを取ります。

キャリアチェンジ、キャリアアップを望まれている経験者からのご応募をお待ちしております!


*Job Description
To independently resolve tickets, provide on call support and doing root cause analysis to ensure positive customer feedback
(1.) To provide support for on call escalations and doing root cause analysis of given issue
(2.) To independently resolve tickets within agreed SLA of ticket volume and time
(3.) To adhere to quality standards, regulatory requirements and company policies
(4.) Work on value adding activities such Knowledge base update & management, Training freshers, coaching analysts
(5.) To ensure positive customer experience and CSAT through First Call Resolution and minimum rejected resolutions / Reopen Cases

Additional requirement
Primary function of support consultant is to provide in-depth technical and technological expertise in their particular areas of focus:

Position is needed to troubleshoot and field problems pertaining to Global Messaging infrastructure support for Japan.
Specifically, but not limited to the following areas; Troubleshoot problems reported by Sites/Operating Company or IT Helpdesk via ticketing system.Email traffic/flow troubleshooting across a complex environment. Maintain a good relationship with customers while resolving their issues quickly.

Interact with Client and the Implementation team on all new messaging products and services that will be supported by the Operations Team. Take the lead role in Problem Analysis and resolution during major Service Interruptions and Outages.
Work with End Users, Site Admins and Business Units to resolve Email/IM related problems. Provide 2nd level support (Work with Vendor/technicians, Site Administration personnel, incident team members and System Engineers to resolve E-Mail delivery or service related issues.
Interface with systems Monitoring team, to ensure seamless integration of alert ticket generation and immediate problem resolution.
Interface with various IT groups and departments to communicate and resolve problems in a timely fashion.
企業について
(社風など)
【Remarks about us】

-We're operating in Japan for more than 20 years
-We offer permanent Seishain roles
-Most of local employees are bilingual of English and Japanese
-We have about 380 employees across Japan
-We provide various service portfolio - embedded, application, infra, product
-We focus on new technology
-We provide useful employee benefits (such as Benefit one for discounts)
-We're global company operating in 32 countries, with large-scaled organization structure leveraging India offshore
-Candidates can excel career in an English-speaking large organization to excel as an industry leader globally
-Employees can apply for internal positions across the globe
勤務時間 9AM -6PM with 1 hour break on weekdays (default, it may slightly change depends on client's work hours)
応募条件 【Experience】

This position requires the following:
At least 3-6 years ofExchange 2010/2013/O365 Support, experience working in high-exposure, customer facing environments where infrastructure is viewed and delivered as a service.
Additional Preferences:
Knowledge of Data Protection Manager Server
Knowledge of Tools like PowerShell Scripting, Exchange perfwiz, Exmon, Perfmon, ExBpa, Extra, Netmon, Log Parser, MFCMAPI.
Knowledge of Gateway server technologies like EOP, CES, Google Apps, IronPort.

Experience working in an International organization that is complex, matrix managed, and involves a diverse range of cultures.Adept at reviewing technical operations and improving them through better application of process. Excellent interpersonal and communication skills. A structured thinker with well-planned approach coupled with a sense of urgency and ability to prioritize based on business needs.

Does this description match your experience? 
 
We look forward to your application!
If selected, you'll hear from us in 5 business days.

Thank you!


【What we can offer】
-To provide the work environment to become a global/industry leader with global service model

-Depends on the deliverables/service agreement with client, but our work environment is considered flexible

-We respect diversity, individuals, opinions




【Ideal Applicants】
・Have done similar job
・Those who like challenges
・Understand diversity and a large-scale global delivery model
・Those who want to work for India's third biggest ICT service company

** Those who pass the initial screening will be contacted in 5 business days.
英語能力 ビジネス会話 (TOEIC 735-860)
日本語能力 ビジネス会話(日本語能力試験2級又はN2)
年収 日本・円 400万円 〜 800万円   
給与に関する説明 Social Insurance
Education Training

社会保険完備
Employee benefit (such as service discount)
Maternity/childcare leave
Certification support
Salary is offered as package (all inclusive)
休日 完全週休2日制(土・日・祝祭日)
有給休暇
慶弔休暇
育児休暇
傷病休暇

Five-Day Workweek
Paid Holidays
Congratulatory or Condolence Leave
Child-care Leave
契約期間 Permanent/full-time
正社員
最寄り駅 東京都23区内(京橋)または群馬県高崎市勤務
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