Position Overview

The Technical Support Analyst is a position that will require both technical and exceptional interpersonal skills. This role will be responsible for responding to operational break/fix scenarios, as well as upgrading and maintaining end user devices through regular refresh intervals and projects requiring new equipment. The Technical Support Analyst will work with other technical resources, adhere to procedures, workflows, and tools to provide exceptional support and customer service.
 

Essential Duties

Include, but are not limited to, the following:

• Provide technical support with heavy emphasis on excellent customer service and methodical troubleshooting of IT related problems for onsite/remote users including, but not limited to, software/hardware, such as laptops, desktop computers, mobile phones, and printers.
• Document troubleshooting steps and resolutions in ServiceNow.
• Engage in ticket queue management using ServiceNow.

• Perform extended or complex troubleshooting and participate in root cause analysis.
• Perform independent research to resolve issues, including use of internal knowledge bases.
• Provide input on improving existing IT support processes.
• Own incidents and follow through on behalf of the user, communicate progress in a timely manner, and keep user informed.
• Maintain exceptional customer service for all support and adhere to all service management principles.
• Excellent communication skills with a heavy focus on customer excellence and service delivery.
• Demonstrate basic presentation skills and ability to present in small groups.
• Strong documentation skills and knowledge base article management.
• Excellent organizational and time management skills.
• Ability to be able to prioritize incident response (applying the ITIL service management framework).
• Ability to work independently with minimal oversight and apply analytical and critical thinking.
• Support and comply with the company’s Quality Management System policies and procedures.
• Ability to work nights and/or weekends in exceptional cases as and when required.
• Ability to work on a mobile device, tablet, or in front of a computer screen and/or perform typing for approximately 80% of a typical working day.
• Ability to work with a diverse range of cultures in a professional manner.
• Regular and reliable attendance at the company’s office location in Tokyo, Japan.
   

Minimum Qualifications

• Fluency in the English and Japanese languages and ability to communicate in English on technical topics relating to the provision of IT support.
• 4th level vocational qualification in IT; or high school diploma and 4+ years of relevant experience.
• 2+ years of previous IT Service Desk and/or call center experience.
• 2+ years of experience using and troubleshooting Outlook within a network environment (i.e., permissions, calendar sharing, delegation, etc.).
• 2+ years of Incident Management experience, managing business expectations and communications.
• 2+ years of experience working with Microsoft-based operating systems, with emphasis on Windows 10 and the O365 suite of applications.
• 2+ years of experience working with and troubleshooting MacOS and iOS devices.
• 1+ year of experience with OKTA end-user administration or relevant technology.
• Professional working knowledge of active directory, creating user accounts, resetting passwords, creating groups, and security group administration.
• Strong grasp of basic security principles and practices as it pertains to a business environment.
• Authorization to work in Japan without visa sponsorship.