Summary
This position provides an assistance to boutiques and office/warehouse users, and to continuously improve the support services. This position works for regional or global projects in cooperation with regional and global teams in HQ.

Essential Duties And Responsibilities

• Organize and provide Level 2 support in fulfilling IT requests and resolving issues encountered in users' daily use of IT, including but not limited to PCs, printers, peripherals, network, IT security, corporate communication systems, desktop software, corporate applications, mobile devices and apps, etc., for boutique/office/warehouse users
• Allocate incoming issues/requests efficiently
• Meet the committed service levels and business deadlines
• Provide IT support services monitoring and status reporting, and recommendations of necessary improvements
• Coordinate with Maisons, vendors and other teams for boutique projects such as opening, renovations, relocations and closing
• Organize purchases, installation, upgrade and replacement of corporate computers, peripherals, mobile devices, and software licenses as required, based on the corporate standards and approved budgets
• Manage lifecycle of IT assets (for hardware and software, from acquisition to disposal)
• Develop and maintain IT support documentations and knowledge base such as boutique layouts/equipment lists, basic hardware/software user guides, etc.
• Coordinate and work with other functions and teams in Japan and HQ for cross-functional or cross-region issues and requests
• On-site support might be required
• Other duties as assigned

Skills, Knowledge And Experience

• Advanced knowledge of PC hardware and peripherals
• Advanced knowledge of desktop operating systems – Windows family and Apple family
• Advanced knowledge of common software applications such as MS Office, Outlook, antivirus, etc.
• Advanced knowledge of mobile devices and services
• Knowledge of Active Directory administration
• Knowledge of LAN/WAN and WiFi troubleshooting
• Knowledge of MDM/DEP and JAMF
• Team-/customer-oriented attitude and working style
• Ability to work independently and under minimum supervision
• Ability to work under pressure and to meet tight deadlines
• Excellent analytical and problem-solving skills
• Good communication skills and fluency in both spoken and written Japanese and English

Qualifications

• Minimum 5 years' experience in IT support
• ITIL Foundations certification is a plus
• Project management certification is a plus
• Work experience in an international company is a plus
• Work experience in Retail environment is a plus
• Knowledge of POS system is a plus