Deskside Support Engineer (Shared Services)

Job Description: 

Key responsibilities

• Handling technical inquiries raised via email, phone and/or in-person for tier-2 and -2.5 support.
• Schedule, monitor and deliver support for end-users within agreed SLA levels.
• Escalate support inquiries to tier-1, -1.5 and/or 3, if needed.
• Provide VIP support for internal (BIOS) and external (Client) end-users.
• Demonstrate the ability to identify and escalate requests for approval, if and when needed.
• Establish a professional communication, in writing and verbally, with internal (BIOS) and external (Client) end-users.
• Working off-schedule to attend meetings and/or support inquiries outside main support site.
• Creating documentation and materials to help educate end-users, if needed.
• Assist with testing and rolling out new tools and applications.
• Training team members on support knowledge for external users.
• Comply with BIOS ISMS policies for handling of internal (BIOS) and external (Client) information. ※Training provided during staff induction phase

Required skills

• 4+ of relevant support experience of Microsoft Office and Windows support and configuration.
• Expert in with Microsoft 8.1 and 10 desktop issues
• Troubleshooting skills with network, firewall and telecommunication devices
• Technical knowledge and understanding of industry standards and practices.
• Strong communication and technical writing skills.
• Ability to quickly learn new skills and technologies
• Focused and oriented when working with support team members and teams outside of the support frame.
• Possess and demonstrate technical knowledge to support tier-2 and -2.5 requests.
• Technical certifications are a bonus

Required Languages:

English: Business level (IELTS 7 (8 preferred); TOEFL 22 or higher)

Japanese: Business level (JLPT 2+ and above)

Work Hours:     

Monday-Friday 9:00-18:00

*May require work outside of the regular hours depending on support client.

**May require to work hybrid (In-person and remote)