Deskside Support Engineer(L1 / L2)
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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