SERVICE DESK JUNIOR TECH

Key responsibilities

• Provide remote support via email and/or phone for tier-1 requests, including account creation, password reset, AD management.
• Log and monitor requests in the ticketing system, ensuring that delegation, escalation, change and closure are executed based on the policies and/or processes implemented by BIOS and/or agreed with Clients.   
• Assess and perform damage control for any discrepancies in support for tier-1.
• Manage hardware store for internal and client assets.
• Demonstrate a pro-active attitude when executing tasks and closing tickets.
• 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.
• Comply with BIOS ISMS policies for handling of internal (BIOS) and external (Client) information. ※Training provided during staff induction phase

• 1+ years of experience with installation, configuration and troubleshooting of Microsoft products, including Exchange and AD.
• Basic 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.

Required Languages:

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

Japanese: Business level (JLPT 1) ※Native level preferred

Work Hours:     

Monday-Friday 9:00-18:00 (Hybrid)

*Except on national holidays and weekends.

**Not limited to the date and time written above. Staff may have to support clients outside of the above date and time.

***Staff may be asked to work from a different site location depending on the client’s needs.