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 · ...
-
Greater Tokyo Area Intersoft KK ￥1,000,000 - ￥1,500,000 per yearITサポートエンジニア募集(茨城県勤務) · 社内から届く「PCが重い…」「Wi-Fiつながらないかも?」 · そんな小さな SOS に素早く手を差し伸べ、 · PC / スマホ / 周辺機器のサポート · ...
-
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. · ...
-
東京都 区, インターソフト株式会社 ￥3,500,000 - ￥5,000,000 per yearWe're looking for a bilingual (Japanese–English) Deskside Support Engineer to join our Tokyo IT team. This is a unique opportunity to support and collaborate with some of the most well-recognized global companies, while working in a fast-paced, multicultural environment. · ...
-
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 Sky Systems, Inc. (SkySys) $80,000 - $120,000 per yearWe are seeking an IT Desktop Support Technician to provide strong experience providing IT Infrastructure field support including troubleshooting hardware software and operating system issues and problems.Must have minimum 3-5 years of experience in installing technical troublesho ...
-
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 Sharp Brains ￥4,100,000 - ￥5,800,000 per yearProvided end-to-end technical support for desktop · & laptop systems, · handled IMAC activities & break/fix tasks. · Provided end-to-end technical support · & troubleshooting hardware, · & software, · and connectivity issues. · ...
-
Tokyo EOS Full timeThe Audio Visual Support Technician acts as the primary user-facing support staff for IT. · ...
-
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 WiproThe Onsite & Dispatch Support team plays a key role in providing exceptional first-level support for Microsoft's diverse technical environment. · ...
-
Tokyo Sky Systems, Inc. (SkySys)Provide IT Infrastructure field support including troubleshooting hardware software and operating system issues. · ...
-
Tokyo, Tokyo EOS IT SolutionsJob summaryDesktop Support Technician · Deliver a superior end user experience while maintaining a secure and well-managed environment. · ...
-
Tokyo Sharp Brains ￥2,200,000 - ￥5,580,000 per yearProvided end-to-end technical support for desktop and laptop systems, including troubleshooting hardware, software, and connectivity issues. · ...
-
Tokyo, Tokyo EOS IT SolutionsThe Audio Visual Support Technician acts as the primary user-facing support staff for IT providing enthusiastic teaching of internal users on how to best interact with and utilize technology in face-to-face interactions chat email and video calls performing audio-visual hardware ...
-
Tokyo EOSThe Audio Visual Support Technician acts as the primary user-facing support staff for IT. · ...
-
文京区, Convatec Japan Full time￥350,000 - ￥400,000 per monthMaintaining and enhancing the technological infrastructure of the organization. · Timely response to incident tickets for specific locations. · Desk-side support and troubleshooting for OS and application issues · ...
-
Minato AVI-SPL Asia PacificThe Installation Technician will perform installation tasks for AVI-SPL contracted projects including cable pulls, cable terminations, system equipment and components. The technician will lead and direct installation crews on large and complex projects. Day-to-day responsibilitie ...
.jpg?1750428212)
