As a Deskside Engineer (L1/L2), you will be part of a global IT operations team responsible for delivering and automating fast, friendly, and effective technical support to end-users across the digital work platforms.
The engineer acts as the first and second line of defense for all IT-related incidents and requests, while proactively identifying, building, and maintaining automation solutions to reduce repetitive L1 tasks, improve response times, and enhance the overall employee experience.
Key Responsibilities:
Provide L1 and L2 technical support via chat, ticketing system, email, and phone (callback only).
Desk-side support and on-site IT infrastructure Support.
Own end-to-end ticket lifecycle: logging, categorization, prioritization, troubleshooting, resolution, routing/escalation, and closure.
Perform remote troubleshooting and resolution.
Deliver white-glove IT support for new hires (hardware/software setup)
Create, maintain, and improve knowledge base (KB) articles for internal team use
Develop, curate, and continuously update content, intents and workflows for internal Chat BOT
Identify repetitive L1 incidents and proactively design automation opportunities to eliminate or reduce manual effort.
Build, test, deploy, and document new automations
Regularly review, upgrade, and optimize existing automations for performance and relevance
Generate regular reports and metrics on ticket trends, automation impact, SLA performance, and service improvements
Conduct training sessions for new service desk team members when required.
Skills & Qualifications:
1+ years of experience in a service desk, helpdesk, or technical support role (L1/L2)
Desktop Support, Laptop Provisioning, and Troubleshooting.
Basic Knowledge of Windows and Linux Operating Systems.
Strong experience with ticketing systems ( Jira Service Management - JSM)
Solid understanding of Windows and macOS environments, Microsoft 365 suite, Active Directory, and common SaaS applications.
Basic understanding of networking, VPN, and Endpoint security concepts
Proven hands-on experience building and maintaining automations (Power Automate, scripting – PowerShell/Python, Atlassian Assist workflows, etc.)
Experience in training or managing content for AI-powered chatbots or virtual assistants
Strong troubleshooting and problem-solving abilities
Experience creating and managing knowledge base articles and self-service content
Familiarity with IT onboarding/offboarding processes and access management
Knowledge of ITIL processes; ITIL Foundation certification is a plus.
Excellent written and verbal communication skills with a customer-first mindset
Show more Show less
-
Tokyo Intersoft KK裏方ヒーローになりませんか? · 小さな SOS に素早く手を差し伸べ、 · みんなが気持ちよく働ける環境を支えるポジションです。 · ...
-
Minato HCLTechAs a Deskside Engineer (L1/L2), you will be part of a global IT operations team responsible for delivering and automating fast, friendly, and effective technical support to end-users across the digital work platforms. · ...
-
Greater Tokyo Area Intersoft KKITサポートエンジニア募集裏方ヒーローになりませんか? · PC / スマホ / 周辺機器のサポート · ネットワーク / VPN のトラブル対応 · ...
-
Deskside Technician
4週間前
東京都 千代田区, Allied digital service limited ￥48,000 - ￥480,000 per yearThe position of Deskside Technician – End User Computing performs troubleshooting, repair, and preventative maintenance of end user computing equipment and peripheral equipment at corporate locations. · ...
-
Tokyo, Tokyo Intersoft KKWe are looking for a Bilingual (J - E) Deskside Support Engineer to provide hands-on onsite IT support for internal end users in Tokyo. · ...
-
Tokyo Intersoft KKProvide 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 · Experience in IT support or helpdeskL1: 1+ yearL2: 3+ y ...
-
Tokyo Intersoft KKProvide deskside and onsite IT support to end users. Handle incidents and service requests related to PCs, peripherals, operating systems, business applications, and network connectivity. · Provide onsite and remote support for end users · Troubleshoot OS, Microsoft 365, and busi ...
-
東京都 区, インターソフト株式会社We are seeking an experienced and customer-focused Deskside Support Engineer to join our IT team in Tokyo. · ...
-
Greater Tokyo Area Intersoft KKProvide deskside and onsite IT support to end users. Handle incidents and service requests related to PCs, peripherals, operating systems, business applications, and network connectivity. · ...
-
Tokyo WiproThe Onsite & Dispatch Support team plays a key role in providing exceptional first-level support for Microsoft's diverse technical environment. The team ensures quick resolutions to IT service issues, · Responsibilities: Provide onsite support for hardware, AV systems, device man ...
-
Tokyo Sharp Brains $36,000 - $54,000 per yearWe are seeking a motivated Level 1 Network Engineer to provide on-site support and maintenance for airport IT systems at Fukuoka Airport (FUK). The ideal candidate should possess intermediate-level IT knowledge with hands-on experience in Windows Server environments and TCP/IP ne ...
-
Tokyo bid.We are supporting our client an international Fortune 500 company looking for an IT Support Technician to join its team in Hong Kong. · B2B contract · Minimum 2 years of experience as a field service representative or in a similar role · Proficiency in English · ...
-
Tokyo WiproThe Onsite & Dispatch Support team plays a key role in providing exceptional first-level support for Microsoft's diverse technical environment. · ...
-
Tokyo EOS Full timeThe Audio Visual Support Technician acts as the primary user-facing support staff for IT. · ...
-
Tokyo Brown Brothers Harriman Full timeAt BBH we take our responsibility to support your professional and personal goals seriously. · ...
-
Tokyo Sky Systems, Inc. (SkySys)Provide IT Infrastructure field support including troubleshooting hardware software and operating system issues. · ...
-
Tokyo , Japan Fortis Hayes $80,000 - $120,000 per yearWe are seeking experienced IT Support Field Technicians for a large-scale global project to decommission and dispose of data center hardware. This role is focused on the physical deracking inventory management and secure preparation of servers networking gear and related equipmen ...
-
Tokyo, Tokyo EOS IT SolutionsJob summaryDesktop Support Technician · Deliver a superior end user experience while maintaining a secure and well-managed environment. · ...
-
東京都 港区, EIRE Systems ￥2,000,000 - ￥2,800,000 per yearThe IT Support Technician will perform PC imaging and configure network devices to meet monthly demand targets. They will also wipe and dispose of PCs, network devices, hard disks, laptops, and mobile devices in compliance with security standards. · PC Imaging & Network Configura ...
-
Tokyo, Tokyo Brown Brothers HarrimanAs a Senior Desktop Support Technician, you will be primarily responsible for supporting our global end user client excellence in effort via telephone and other remote troubleshooting tools. · ...
-
Tokyo Brown Brothers Harriman & CoAt BBH, Partnership is more than a form of ownership—it's our approach to business and relationships. · We know that supporting your professional and personal goals is the best way to help our clients and advance our business. · ...
