Job Title: Desktop Support Engineer / Desktop Technician

Location:
Tokyo, Japan (Multiple Client Locations – Roppongi, Minato-ku, Chiyoda-ku, Otemachi, Hamamatsucho, Harumi, Nishigotanda areas)

Experience:
Minimum 2+ years of relevant experience

Language Requirement:

• Japanese: Native or Advanced proficiency (mandatory)
• English: Good verbal and written communication

Travel Requirement
: Frequent travel required across multiple client locations within Tokyo

Job Summary:

The Desktop Support Engineer will provide day-to-day onsite and remote desktop support to end users across multiple client locations in Tokyo. This role involves handling inbound support requests, troubleshooting hardware, software, and application issues, and documenting resolutions in a ticketing system. The engineer will collaborate closely with the Service Desk, supervisors, and managers to ensure consistent and high-quality IT support services.

The role requires strong technical expertise in desktop environments, AV/meeting room support, and end-user devices, along with flexibility to travel between client sites.

Key Responsibilities:

• Provide break/fix support, fault diagnosis, and resolution for desktops, laptops, and peripherals
• Deliver onsite and remote support for Windows-based end-user environments
• Support meeting rooms and AV setups, including audio, video, and conferencing systems
• Troubleshoot and support laptops, mobile devices, printers, MFPs, and peripherals
• Work collaboratively with the Service Desk for escalations and coordinated issue resolution
• Accurately document incidents, service requests, and resolutions in the ticketing system
• Provide clear fault analysis and professional technical explanations to end users
• Manage and maintain IT asset and inventory records
• Adhere to scheduled client appointments while adapting to changing customer needs
• Travel between multiple client sites within Tokyo
• Provide support outside standard business hours when required

Technical Skills & Requirements:

• Excellent working knowledge of Windows 7, 8, 10, and 11
• Good working knowledge of Windows OS (MacOS is a plus)
• Strong experience with:

Workstations, desktops, and laptops

Printers, fax machines, and peripherals

Graphics cards and network cards

• Strong knowledge of PC/Workstation builds, including:

MS SCCM

MS MDM

Intune and Autopilot (mandatory)

• Working knowledge of:

Active Directory (2003 / 2008 / 2012 R2)

Microsoft Office 365

Microsoft Exchange

DNS, DHCP, Group Policy

• Basic troubleshooting experience with iPad, iPhone, Android, and other smart devices
• Strong experience in Multi-Functional Printer (MFP) troubleshooting
• Excellent understanding of asset and inventory management

Soft Skills & Competencies:

• Strong customer service orientation
• Ability to remain calm and focused while troubleshooting under pressure
• Ability to explain complex technical concepts in simple, user-friendly language
• Flexibility to adjust schedules based on business and client requirements
• Strong communication and collaboration skills

At Total IT Global, we elevate your digital journey with cutting-edge innovation, to achieve your vision of 'the enterprise of the future'. We have a comprehensive portfolio of hardware and managed IT services for digital workplaces and data centres. We partner with high-growth enterprises to guide them through complex digital transformations with a consultative approach, offering customized solutions and services for all their business needs, across the entire IT asset life cycle.

Constant innovation and service excellence continue to position Total IT Global as a Digital Experience Enabler at the leading edge of innovation.