Job Summary
First point of contact for Japanese and English users.
Role is responsible for providing efficient and friendly support for hardware, software, and network issues, within a Windows PC environment.
You are not only be an excellent troubleshooter but will also use Python scripting to automate repetitive tasks and improve the efficiency of IT support operations.
Key ResponsibilitiesEnd-User Support:
Provide Tier 1 and Tier 2 technical support via phone, email, chat, and in-person for hardware (desktops, laptops, peripherals), software (Windows OS, Microsoft 365/Office Suite, business applications), and basic networking issues.
Troubleshooting & Resolution:
Diagnose and resolve technical problems quickly and accurately, guiding non-technical users through step-by-step solutions.
Ticket Management:
Log, prioritize, track, and close support tickets using the IT Service Management (ITSM) platform, ensuring detailed documentation of all issues and resolutions.
User/System Administration:
Manage user accounts, permissions, and access rights using tools like Active Directory (user creation, password resets, group policy), and manage end-user applications.
Hardware/Software Management:
Perform installation, configuration, testing, and maintenance of computer systems, operating systems, and applications.
Proactive Automation:
Develop, test, and implement Python scripts to automate common, repetitive helpdesk tasks such as:
Onboarding/offboarding processes (e.g., account setup/cleanup).
System health checks and reporting.
File and data manipulation tasks.
Bulk configuration changes.
Documentation:
Create and maintain internal knowledge base articles, user guides, and technical documentation to improve self-service capabilities and team efficiency.
Escalation:
Escalate complex or unresolved issues to Tier 3 support, System Administrators, or Network Engineers with clear and detailed summaries.
RequirementsJapanese and English, both business level.
Operating Systems:
Strong proficiency in Windows 10/11 troubleshooting, configuration, and support.
Core Applications:
Expertise in supporting and troubleshooting the Microsoft Office/Microsoft 365 suite (Outlook, Teams, Excel, etc.).
Directory Services:
Working knowledge of Active Directory for user and group management.
Networking:
Foundational understanding of basic networking concepts (TCP/IP, DNS, VPN, Wi-Fi).
Automation/Scripting:
Demonstrable ability to write and implement basic Python scripts for IT automation (e.g., file system management, system reporting, interaction with APIs).
Familiarity with PowerShell is a plus.Troubleshooting Tools:
Experience with remote desktop tools, helpdesk ticketing systems (e.g., ServiceNow, Jira, Zendesk), and diagnostic utilities.
Hardware:
Experience with PC hardware setup, component identification, and basic repair/replacement.
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