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On-site Desk-side Support Services (Level 2)

On-site Desk-side Support Services (Level 2)

Working as the primary onsite IT support person to provide Level 2 Desk-side Support for the local Japan end-users.

The scope of the role includes:
  • PC hardware and software break-fix support,
  • New user setups, re-imaging and maintaining stocks of hot-swaps machines,
  • IMAC (Installs, Moves, Adds, Changes) coordination/implementation
  • End user training,
  • Managing IT store room and tracking inventories,
  • Administrative processes, tracking and reporting for controlling Loaner Notebooks PCs

This role offers many opportunities to use your English skills, with regular reporting to the regional End User Services Manager in Singapore and interfacing with other international IT personnel in systems, networks and applications teams.
End users may also include visitors from overseas offices.

Client: Global company in the Energy Sector (approx. 100 users in Japan offices)
Location: Shinagawa
Working Hours: 09:00 to 18:00, Monday to Friday.

Level 2 Deskside support services responsibilities include:
  • Closing problem calls not closed by Level 1; monitor, receive, update and close ticket for level 2 deskside support services;
  • Calling the End User for further information;
  • Performing root cause analysis, as required;
  • Working with vendors (as appropriate) to resolve problems;
  • Making recommendations for process and tool improvements;
  • Contacting other support groups and organisations, as required;
  • Interfacing with other systems, networks and operating system environments personnel; and
  • Routing calls to other levels of support, as required.
  • Handling warranty requirements
  • Dispatching Problem Management tickets to other levels of support, as required.
  • Giving urgent attention to tickets marked as Priority 1, Priority 2, High Business Impact or Medium Business Impact in the order listed with such tickets being worked prior to any tickets marked Priority 3, Priority 4 or Low Business Impact.

Language Skills:
  • Professional level reading, writing and verbal communication skills in Japanese
  • Intermediate-to-advanced level of English is required.

Technical Skills:
  • Strong technical knowledge for supporting Windows OS. Windows 7 and/or Windows 10 knowledge preferred.
  • Remote Access experience
  • Experience in installing and deploying PC hardware and software in a professional setting.
  • Ability to support Microsoft Office products and Microsoft Outlook or O365.
  • Ability to communicate in a highly professional manner with users, internal/external customers and business partners.
  • Excellent troubleshooting and problem resolution skills.
  • Understanding of and willingness/ability to expand your knowledge of network designs and related support issues.
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