Service Delivery Executive

About Us
ARCO Japan, a member of the EXEO Group, is an IT solutions company whose mission is to solve our customers' challenges while also addressing challenges facing society. In response to today's environmental issues, we help reduce environmental impact by providing IT services that make use of reused equipment, and by extending the service life of IT hardware through our own third-party maintenance (TPM) services built on our in-house expertise. We also provide lifecycle management services covering our customers' IT hardware from procurement and operation through to disposal, helping them reduce total cost of ownership. Our customers include not only domestic companies but also Japanese companies expanding overseas and global companies entering the Japanese market. As a result, there are opportunities to work on international business, including global projects delivered together with our parent company in Singapore. On maintenance cases, we also work with overseas partners to troubleshoot IT hardware and restore customer systems quickly. The Role We are looking for a Tier 2 Engineer to strengthen our organization as the business grows. Our maintenance offering is a third-party maintenance service that we provide independently. Most of the products we support are from overseas manufacturers rather than Japanese ones, so you will often exchange the latest technical and bug information with overseas support vendors. Although the role is based in Japan, there are many opportunities to use English. We hope you will make full use of the case experience, product knowledge and technical skills you have built up to help us deliver high-quality maintenance services. Products: Enterprise products including network equipment, servers, storage and security products (e.g. UTM) Vendors: Cisco, HPE, Dell EMC, NetApp, Sun (Oracle), Fujitsu, Hitachi, NEC, Fortinet, Palo Alto Networks, IBM, etc. Key Accountabilities Tier 2 technical support for third-party maintenance services.
- Case management: monitor case progress, identify issues, and provide Tier 2 support to resolve problems when they occur.
- Review fault analysis results, and review and revise recovery plans and procedures based on those results.
- Remote support for onsite engineers: support onsite maintenance work remotely depending on case status.
- Verification testing: when a case cannot be resolved, test in the office or lab, develop recovery plans and procedures, and validate them. Service quality improvement.
- Technical evaluation of products being considered strategically for TPM coverage. (assessing whether we can support them)
- Improve service quality for currently supported products, redefine service levels, and update the Service Program. (customer-facing maintenance service definition) Skills & Experiences Required (either of the following):
- Experience delivering maintenance services as an L2 engineer.
- Experience maintaining network, server or storage products as a Field Engineer (FE) or Customer Engineer (CE) Preferred:
- English skills (reading and writing emails); conversational English is a plus