EAZE IT JAPAN CO. LTD. | IT-Support

Career Opportunities at EAZE IT Japan K.K.

1. Desktop Support Engineer

Various locations in Japan

Responsibilities:

  • Provide exceptional customer support for various end-user computing technologies – i.e., desktop PCs, Macs, mobile devices, network printers, video conferences, and other office equipment, etc.
  • Support virtual desktop environments running Windows 7 and Office 2010
  • Manage the inventory of hardware/software, systems life cycle, and vendor contracts concerning end-user equipment
  • Virtual Desktop / Desktop / Laptop build, installation, security, and hardware management
  • Administration of accounts and resources through Active Directory
  • Incident support and change management
  • Mobility support (Blackberry, iPhone, Remote access)
  • Learn and familiarize yourself with our client support model and our customer’s technical environments.
  • Contribute to improving processes and documentation with the goal of improving the level of support provided to clients.

 

Qualifications and Experience:

  • Business-level proficiency in Japanese and English.
  • 3-to-5 years of experience in IT and desktop support is a plus.
  • Undergraduate degree in Technology or related discipline.
  • Experience in supporting a virtual desktop environment is a plus.
  • Passion and interest in end-to-end customer services.
  • Organized with strong attention to detail.
  • Ability to work independently or as a member of a team.
  • Comfortable in raising issues and ensuring that corrective measures are taken in a timely manner.
  • Interest in analyzing and solving complex problems.
  • Experience in installing and deploying PC hardware and software in a professional setting.
  • Ability to support Microsoft Office products and Microsoft Outlook/Exchange or O365.
  • Ability to communicate in a highly professional manner with users, internal/external customers, and business partners.
  • Excellent troubleshooting and problem-resolution skills.

 

Prefer skills:

  • Cisco networking skills/experience will be an advantage.
  • Relevant industry certifications (i.e., MCDST, MCITP, MCSA, CCNA, etc.) will add value to your application.
  • Strong technical knowledge of supporting Windows OS. Windows 10 and/or Windows 7 knowledge is preferred. 
  • Graduate Calibre or HNC and Industry Recognised Qualifications – MCSE is a plus.
  • ITIL Foundation IT Service Management is a plus.
  • Apple Mac OS skills are a plus.

 

2. Bilingual IT Support Engineer (Entry to Mid-level)

Various locations in Japan

In this customer-facing role, you work with an international team to deliver and support desktop and office-based technology solutions for all groups across the company.

You will support and troubleshoot issues with a variety of technologies, including but not limited to Windows Desktop, basic networking (TCP/IP, DNS, Cabling), Remote Access Connectivity (VPN), Corporate iPhone and BYOD software/tools, and Telephony systems.

Responsibilities:

  • Directly support the technology user queries onsite in-person and remotely (via phone and video communications tools, email, instant messaging, remote access tools)
  • Give training to internal staff on new technology products and initiatives.
  • Build and deploy PCs, laptops, and mobile computing devices; update/maintain inventory records.
  • Deliver small projects daily, such as staff moves, software deployments, or hardware rollouts.
  • Take ownership of client technology problems or requests, keeping people updated on the status until satisfactorily resolved.
  • Manage the performance of services to customers. 
  • Ensure that service levels are achieved in line with contracts and that customers’ expectations are met or exceeded. 
  • Ultimate responsibility for ownership of all customers’ incidents or logged service requests. 
  • Track the incidents to conclusions in line with SLAs and quality standards. 
  • Manage critical customer incidents associated with customer communication, activities, and any appropriate escalations. 
  • Provide information about incidents analysis and KPIs. 
  • Build services relationship with customers and conduct service reviews for key customers. 
  • Review performance reports, service improvements, service quality, and processes. 
  • Provide management and performance reports

 

Qualifications and Experience:

  • Business-level proficiency in Japanese and English
  • Experience working within a corporate environment, providing technical support for business people (minimum 1-year experience).
  • Academic background in IT and/or professional certifications such as MCP, MCSA, CompTIA A+
  • Experience working with service management software tools or ticketing systems.
  • Ability to effectively communicate and collaborate with local and overseas support teams.

 

Prefer skills:

  • Strong technical knowledge of Windows 7/10, XP and Active Directory, and Mac OS. Knowledge of Unix/Linux. 
  • Experience in installing and deploying PC hardware and software in a professional setting. 
  • Ability to support Microsoft Office products and Microsoft Outlook/Exchange or Lotus Notes. 
  • Understanding of and willingness/ability to expand your knowledge of network designs and related support issues. 
  • Cisco networking skills/experience will be an advantage. 
  • Relevant industry certifications (i.e., CCNA, MCITP, MCDST, etc.) will add value to your application.

 

3. Field Services Engineer / Technical Customer Support

Various locations in Japan

You aim to provide exemplary support to customers for industry-leading technology solutions; PC hardware and software, monitors, biometric devices, routers, and servers.

This role is not a regular desk-bound job. It offers an exciting balance of work internally within the office and the opportunity to move around between customer sites. You will be regularly required to visit customer offices and data center sites to perform on-site technical support work.

Responsibilities:

  • Assist customers with hardware, software, and networking problems face-to-face customers.
  • Install and service PCs, flat panels, docking stations, network hardware, and cabling at customer sites – primarily office and data center environments.
  • Arrange delivery and removal of computer and network hardware, including related administrative tasks.
  • Deliver an exemplary level of customer service under pressure whilst maintaining focus on solving the issue – both in-person and by phone/email.
  • Accurately detail troubleshooting steps and resolutions, ensuring all work is logged and updated using our proprietary ticketing system.
  • Challenge yourself to improve your investigation and troubleshooting skills – be curious and ask questions to determine the nature of a problem.
  • Multitask in a fast-paced environment with strong attention to detail.
  • Be organized and manage incoming workflows and coordinate activities with team members.
  • Be flexible to adjust work schedules to accommodate occasional evenings and weekend work (substitution holidays provided in case of weekend work).

 

Required Skills:

  • Business-level proficiency in Japanese and English
  • Professional level experience supporting Windows computers
  • Some exposure to basic networking (for example: internet routers, server hardware, cables, and patching) and networking knowledge related to TCP/IP, LAN, and WAN
  • Proven customer service-oriented background with experience solving customer problems either over the phone or on client sites.
  • Very good communication skills to work well with team members and external customers.
  • Ability to multi-task, plan and prioritize your work
  • The ability to lift and carry PC and network equipment is required.
  • Flexibility, time management skills, and physical stamina are all essential attributes for this role.

 

4. Data Center Engineer

Various locations in Japan

We are looking to hire a Data Center Support Engineer to provide professional Data Center Operations Support Services for our clients. You will work on-site at the client’s Data Center facilities.

Candidates should be able to understand the physical requirements (power, cooling, capacity metrics, cabling, hardware) and day-to-day operations procedures for the management of an enterprise data center. 

Responsibilities: 

  • Be active in business support
  • Server and Network device install, move, add, change (IMAC) support
  • IT cabling patching and patch management
  • Provision of onsite support
  • Clear communication of activities between teams
  • Access control and security management
  • Rack allocation and DC space management
  • Capacity planning
  • Inventory management, including disposal support for DC assets
  • Annual power-down support
  • Level 1 support of disaster recovery site PCs
  • Other related tasks that may be requested
  • Familiar with ITIL Processes and experience in using Ticketing Systems (ServiceNow)

 

Requirements:

  • Business-level proficiency in Japanese and English
  • Three years of working experience minimum
  • Data center-related work experience and various company background is a plus.
  • Good understanding of server installation procedures
  • A good understanding of data center M&E infrastructure and its resiliency design (UPS, Generator, CRAC, cabling, containment routes, etc.) is a plus
  • Working in a fast-paced, dynamic environment and can work under pressure
  • Project Management is a plus, such as PMP