Job Description

Summary/Job Purpose:

Provides IT support and responds to technical issues from end users; resolves software and equipment problems; tracks issues for timely resolution; updates users on request status. Also applies innovation and automation to optimize business operations.

Responsibilities:

· Independently troubleshoot hardware and software for end users.

· Adhere to established ITSM and other technology policies and processes.

· Adhere to routines for quality, efficiency, and security per SLA and SOC1 regulations.

· Prepare and review technical documentation for knowledge articles as required.

· Ensure compliance of application turnover documents before production.

· Resolve support tickets with minimum escalation.

· Assist in resolving infrastructure and application issues.

· Install and maintain infrastructure and desktop applications.

· Update routines for new products or methods.

· Maintain runtime performance and availability.

· Present performance metrics to the management team.

· Manage multiple tasks concurrently.

· Handle C-Level matters with discretion.

Qualifications:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.

• Problem Solving - Identifies root causes and resolves problems in a timely manner.

• Teamwork - Balances team and individual responsibilities.

• Judgement - Makes timely and sound decisions.

• Planning/Organizing - Prioritizes and plans work activities.

• Quality - Demonstrates accuracy and thoroughness.

• Initiative - Volunteers readily; Undertakes self-development activities; Seeks increased responsibilities.

• Innovation - Employs original thinking and creativity

• Customer Service - Demonstrates a positive customer service attitude and adept at oral and written communication

Education and Experience Required:

Diploma/Degree & Experience

· Bachelor's degree (B. A / B.Sc.) from four-year college or university

· 8+ years hands on experience in IT Service Desk and Field Support environments.

· Excellent verbal, written, and interpersonal skills. Must have the ability to communicate effectively with users at all technical skill levels.

· Extensive experience maintaining and troubleshooting Windows PCs and environment

Technical Skills Required

Experience in setup, administration and support of the following technologies:

· Azure Portal (Azure VD, Entra ID)

· Intune, including Company Portal

· M365/Exchange Admin Center

· Microsoft Teams Admin Center

· Active Directory

· Powershell

· Automation

· Endpoint Central

· Microsoft Windows 11

Macbook support is a plus

Experience in the following system and skills:

· MS Teams Conference AV system

· Mobile devices (iPhone/iPad)

· CyberArk Endpoint Privilege Manager

· CyberArk Privileged Access Management

· GPO

· DHCP

· DNS

· Zscaler

· Okta

· Bitlocker

· Japanese language proficiency is not required but a plus

Summary/Job Purpose:

Provides IT support and responds to technical issues from end users; resolves software and equipment problems; tracks issues for timely resolution; updates users on request status. Also applies innovation and automation to optimize business operations.

Responsibilities:

· Independently troubleshoot hardware and software for end users.

· Adhere to established ITSM and other technology policies and processes.

· Adhere to routines for quality, efficiency, and security per SLA and SOC1 regulations.

· Prepare and review technical documentation for knowledge articles as required.

· Ensure compliance of application turnover documents before production.

· Resolve support tickets with minimum escalation.

· Assist in resolving infrastructure and application issues.

· Install and maintain infrastructure and desktop applications.

· Update routines for new products or methods.

· Maintain runtime performance and availability.

· Present performance metrics to the management team.

· Manage multiple tasks concurrently.

· Handle C-Level matters with discretion.

Qualifications:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.

• Problem Solving - Identifies root causes and resolves problems in a timely manner.

• Teamwork - Balances team and individual responsibilities.

• Judgement - Makes timely and sound decisions.

• Planning/Organizing - Prioritizes and plans work activities.

• Quality - Demonstrates accuracy and thoroughness.

• Initiative - Volunteers readily; Undertakes self-development activities; Seeks increased responsibilities.

• Innovation - Employs original thinking and creativity

• Customer Service - Demonstrates a positive customer service attitude and adept at oral and written communication

Education and Experience Required:

Diploma/Degree & Experience

· Bachelor's degree (B. A / B.Sc.) from four-year college or university

· 8+ years hands on experience in IT Service Desk and Field Support environments.

· Excellent verbal, written, and interpersonal skills. Must have the ability to communicate effectively with users at all technical skill levels.

· Extensive experience maintaining and troubleshooting Windows PCs and environment

Technical Skills Required

Experience in setup, administration and support of the following technologies:

· Azure Portal (Azure VD, Entra ID)

· Intune, including Company Portal

· M365/Exchange Admin Center

· Microsoft Teams Admin Center

· Active Directory

· Powershell

· Automation

· Endpoint Central

· Microsoft Windows 11

Macbook support is a plus

Experience in the following system and skills:

· MS Teams Conference AV system

· Mobile devices (iPhone/iPad)

· CyberArk Endpoint Privilege Manager

· CyberArk Privileged Access Management

· GPO

· DHCP

· DNS

· Zscaler

· Okta

· Bitlocker

· Japanese language proficiency is not required but a plus

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