Note: Only applicants currently living in Japan with a relevant Status of Residence will be considered.
We are seeking an experienced IT Support Engineer (L2/L3) to provide advanced deskside and infrastructure support in a bilingual (Japanese/English) environment. This role requires strong troubleshooting skills, excellent communication in Japanese, and the ability to work closely with end users, vendors, and global IT teams.
Key Responsibilities
- Provide L2/L3 deskside and remote IT support for end users
- Troubleshoot and resolve complex hardware, software, and OS issues (Windows / macOS)
- Manage and support Active Directory, user accounts, group policies, and permissions
- Support Microsoft 365 services (Outlook, Teams, OneDrive, SharePoint)
- Handle incident, request, and problem management via ticketing systems
- Escalate and collaborate with global infrastructure and application teams when required
- Support onboarding/offboarding, device provisioning, and asset management
- Document procedures, solutions, and troubleshooting steps
- Communicate effectively with users and stakeholders in Japanese
Required Skills & Experience
- 3+ years of experience in IT Support / Helpdesk / Desktop Support
- Proven L2/L3 troubleshooting experience
- Strong knowledge of:
- Windows 10/11 (macOS experience a plus)
- Active Directory / Azure AD
- Microsoft 365
- Networking fundamentals (TCP/IP, DNS, DHCP)
- Experience supporting users in an office or enterprise environment
- Business-level Japanese (spoken and written)
- Basic English communication skills (reading documentation, team communication)
Nice to Have
- Server support experience (Windows Server)
- Experience with Intune, SCCM, JAMF, or similar tools
- Knowledge of virtualization or cloud platforms (Azure, AWS)
- IT certifications (CompTIA, Microsoft, etc.)
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