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Onsite IT Support Engineer (Level 2) | Bilingual JP/EN

  • Minato-ku, Tokyo

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IT Support Engineer (Level 2)  |  Onsite, Global Healthcare Technology Company, Tokyo HQ  |  Bilingual JP/EN

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About the Role

We are seeking an experienced Level 2 IT Support Engineer to work onsite at the Tokyo headquarters of our client — a global healthcare technology company. You will operate as the primary point of contact for all IT support matters at the site, while collaborating closely with a globally distributed IT team.

This is a high-visibility role with genuine ownership: you'll take full responsibility for the local environment, keeping users productive and services running smoothly. As the trusted onsite presence, you'll bridge the gap between the Japanese-speaking local users — including VIP users — and the wider global IT organization, making professional-level Japanese language skills essential.

What You'll Do

  • Provide Level 2 support for desktops, laptops, printers, and peripherals
  • Troubleshoot hardware, software, OS, Outlook, and application-related issues
  • Install, configure, and support Windows OS and Office 365 environments
  • Manage Active Directory, user accounts, access management, and group policies
  • Troubleshoot LAN/Wi-Fi, VPN, DNS, DHCP, and remote connectivity issues
  • Handle ticket resolution, incident management, and root cause analysis
  • Coordinate with L3 teams and vendors for major incidents and escalations
  • Support system upgrades, patching, imaging, and asset management
  • Provide remote and onsite support while ensuring SLA compliance

What You Bring

  • 3–5 years of experience in Desktop / End User Support
  • Experience in enterprise or corporate IT environments
  • Professional-level Japanese language skills to support local Japan end users, including VIP users
  • Strong knowledge of Windows 10/11, Office 365, and Outlook
  • Experience with Active Directory and remote support tools
  • Good understanding of networking concepts (TCP/IP, DNS, DHCP, VPN)
  • Experience using ticketing tools such as ServiceNow, Remedy, or Jira
  • Knowledge of endpoint security and antivirus tools
  • Strong troubleshooting, communication, and user-handling skills