IT Technical Support

Job Title: IT Technical Support
Contract Type: Permanent
Location: Tokyo, Japan
Industry: IT
Salary: 6000000 - 8000000
Reference: 10310
Contact Name: Vinod Kumar
Job Published 21th Mar 2019


General description

  • Technical Support Specialist for Japan
  • Maintain stable network infrastructure for Japan offices and stores
  • Manage IT hardware assets for Japan users
  • Technical advisor for IT hardware, infrastructure, network, security solutions
  • Provide IT Helpdesk (office and retail) service with or without external service provider
  • Non-office hour support for retail support
  • Engage with users in IT function supports
  • Cooperate with corporate IT to deliver global solutions

General objectives

  • Maintain stable and healthy office and store network infrastructure
  • Maintain standard hardware and office software for Japan office and store users
  • Maintain standard office software version through regular and proper upgrades and patch updates
  • Maintain mutual respect relationship with our IT service providers and vendors
  • Provide technical support for all IT projects rollout (POS, BI, ERP, etc.)
  • Develop IT Helpdesk service SLA with other IT support teams internal and external
  • Ensure effective Office and Retail Helpdesk service
  • Establish good relationship between business and corporate IT
  • Execute IT group standards, Execute IT Group standards, procedures, Audit, KPI and Dash-board
  • Execute IT governance in term of communication, projects, dispute/arbitrage, road map.

Key responsibilities

  • Run and monitor day to day IT operation
  • Provide all technical advice and supports to POS and ERP project implementation.
  • Maintain reliable and stable office servers, switches, routers, firewalls, wireless device.
  • Maintain reliable and stable video conference system, phone system, access card systems.
  • Provide consulting and guidance to users in MS family software products (ie O365)
  • Understand business requirements and priority
  • Collect user requirement and convert to IT requirement
  • Maintain corporate systems availability for users
  • Recommend standard process and solution procedure, document them and transfer to IT Helpdesk to follow and execute.
  • Timely escalate Level 3 system issues to corporate IT for resolution, follow up and track the issues
  • Maintain IT service SLA at 90%+

Requirement –

. University Computer Degree holder or related disciplines

. Over 5 years in IT network, infrastructure and technical support

. MCSE and CCNA qualified preferred

. Knowledgeable in Cisco products, MS products, and related qualification

. Familiar with switch, firewall (we use fortigate), WIFI AP (we use aerohive) setup configuration will be advantage

. Solid experience in vendor management and IT strategy execution

. Familiar with retail business will be an advantage

. Strong in business user engagement in collecting users demands and translate to IT requirements

. Possess strong analytical, customer-oriented, excellent communication, people management skill and problem-solving skill

. Good in English  (written and verbal)

. Occasional Travel is needed

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