Acronis is revolutionizing cyber protection—providing natively integrated, all-in-one solutions that monitor, control, and protect the data that businesses and lives depend on. We are looking for an IT Helpdesk to join our mission to create a #CyberFit future and protect all data, applications and systems across any environment. 

As an IT Helpdesk Engineer, you will play an instrumental role in supporting our employees across every department, to ensure they have everything they need to successfully do their job. You will onboard new hires and support existing employees with hardware and software that they use daily, responding quickly and efficiently to help troubleshoot and resolve any IT related issues. 

WHAT YOU'LL DO

• Technical Support: Offering (1st and 2nd level) support to end-users facing issues with hardware, software, networking, and other computer-related technologies.
• Troubleshooting: Diagnosing and resolving technical problems, either remotely or in person, prioritizing and scheduling issues, and documenting solutions using the Service Desk platform. When necessary, problems must be escalated to the appropriately experienced technician.
• Maintenance: Ensuring the proper functioning of computer systems, conducting regular checks, and performing updates and upgrades as necessary.
• Customer Service: Communicating effectively with customers to understand their problems and provide clear guidance and solutions.
• Project Management: Taking responsibility for IT-related projects, managing timelines, and ensuring deliverables meet quality.
• Configuration and Installation: Setting up and configuring new hardware and software, ensuring that systems are ready for use by end users.
• Network Support: Assisting with network setup, maintenance, and troubleshooting, (switches, wireless controllers, access points, UPS).
• Operational Control: Contributing to the operational permanent control framework to ensure compliance with internal and external regulations.
• Hardware Repairs: Initial diagnostic, working with the Service center to repair or replace failed hardware components.
• Documentation: Developing and updating support procedures and documentation to reflect the company's latest troubleshooting techniques, solutions, and processes.
• Asset management.
• Occasional Business trips to fulfill IT department’s needs.

WHAT YOU BRING (EXPERIENCE & QUALIFICATIONS)

• A bachelor's degree in computer science or a related technical field or 2+ years of experience working in a Helpdesk environment or similar role.
• Technical Skills:
  • Experience in troubleshooting and technical support.
  • Proficiency in operating systems such as winOS and macOS.
  • Knowledge of networking and connectivity issues.
  • Ability to work with remote desktop support software and tools.
  • Understanding of network protocols and security systems.
  • Experience with hardware repairs and maintenance.
  • Project management skills to handle IT-related projects.
  • Extensive application support experience with Microsoft Office 365 products.
  • Working knowledge of a range of diagnostic utilities.
• Soft Skills:
  • Strong communication skills to interact effectively with users.
  • Native Japanese, Upper-intermediate English, written and verbal.
  • Excellent customer service orientation.
  • Good problem-solving and analytical skills.
  • Ability to escalate technical issues when necessary.
  • Attention to detail and the ability to work well in a team environment.
  • Strong documentation skills.
  • Keen attention to detail.

*Please submit your resume and application in English

WHO WE ARE

Acronis is a global cyber protection company that provides natively integrated cybersecurity, data protection, and endpoint management for managed service providers (MSPs), small and medium businesses (SMBs), enterprise IT departments and home users. Our all-in-one solutions are highly efficient and designed to identify, prevent, detect, respond, remediate, and recover from modern cyberthreats with minimal downtime, ensuring data integrity and business continuity. We offer the most comprehensive security solution on the market for MSPs with our unique ability to meet the needs of diverse and distributed IT environments.

A Swiss company founded in Singapore in 2003, Acronis offers over twenty years of innovation with 15 offices worldwide and more than 1800 employees in 50+ countries. Acronis Cyber Protect is available in 26 languages in 150 countries and is used by over 20,000 service providers to protect over 750,000 businesses.

Our corporate culture is focused on making a positive impact on the lives of each employee and the communities we serve. Mutual trust, respect and belief that we can contribute to the world everyday are the cornerstones of our team. Each member of our “A-Team” plays an instrumental role in driving the success of our innovative and expanding business. We seek individuals who excel in dynamic, global environments and have a never give up attitude, contributing to our collective growth and impact.

Acronis is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, color, marital status, national origin, physical or mental disability, medical condition, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, gender identity or expression, or any other characteristic protected by applicable laws, regulations and ordinances.

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