デスクサイドサポートエンジニア(一次・二次対応)
職務概要 / Job Summary
JP
エンドユーザー向けにITデスクサイド/オンサイトサポートを提供し、PC、周辺機器、OS、業務アプリケーション、ネットワークに関する問い合わせや障害対応を行います。L1は一次対応・切り分け、L2は二次対応・原因分析・解決を担当します。
EN
Provide deskside and onsite IT support to end users. Handle incidents and service requests related to PCs, peripherals, operating systems, business applications, and network connectivity. L1 focuses on initial support and triage, while L2 handles advanced troubleshooting and resolution.
主な業務内容 / Key Responsibilities
共通(L1 / L2)
JP
エンドユーザーからの問い合わせ対応(オンサイト/リモート)
PC(Windows/Mac)、プリンタ、モバイルデバイスのサポート
OS、Microsoft 365、業務アプリケーションのサポート
チケット管理システムを使用したインシデント管理
IT資産管理(PCキッティング、交換、廃棄対応)
日本語・英語でのユーザー対応、ドキュメント作成
EN
Provide onsite and remote support for end users
Support PCs (Windows/Mac), printers, and mobile devices
Troubleshoot OS, Microsoft 365, and business applications
Manage incidents and requests using a ticketing system
Handle IT asset management (PC setup, replacement, disposal)
Communicate and document in both Japanese and English
L1(一次対応)
JP
問い合わせの受付、初期対応、切り分け
定型トラブルの解決、エスカレーション対応
マニュアル・手順書に基づく対応
EN
Receive and log incidents and service requests
Perform initial troubleshooting and issue classification
Resolve known issues and escalate to L2 when necessary
L2(二次対応)
JP
複雑な障害の調査・原因分析・解決
L1サポートの技術支援、教育
問題管理、再発防止策の検討
サーバー、ネットワーク、AD、Intune等の基本対応
EN
Investigate and resolve complex technical issues
Provide technical guidance and mentoring to L1 engineers
Perform problem management and root cause analysis
Support servers, network, Active Directory, Intune (basic level)
必須スキル・経験 / Required Skills & Experience
JP
ITサポートまたはヘルプデスク経験
L1:1年以上
L2:3年以上
Windows 10/11、Microsoft 365の基本知識
日本語:
ネイティブレベル
英語:
ビジネスレベル(読み書き・会話)
EN
Experience in IT support or helpdesk
L1: 1+ year
L2: 3+ years
Knowledge of Windows 10/11 and Microsoft 365
Native-level Japanese
Business-level English (spoken and written)
歓迎スキル / Preferred Qualifications
JP
Active Directory、Azure AD、Intuneの経験
ITILベースのサポート経験
グローバル企業でのITサポート経験
EN
Experience with Active Directory, Azure AD, Intune
ITIL-based support experience
Experience supporting users in a global environment
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