Position: Senior IT Support Engineer
Company Overview
A global organization operating within a mission-critical service environment is seeking a Senior IT Support Engineer to provide onsite IT support and maintain stable operational systems for internal users in Japan.
The role focuses on end-user support, infrastructure management, IT project deployment, and maintaining high availability across business-critical systems within a fast-paced international environment.
Location
Japan
Reporting Line
Functional Reporting: Regional / Global IT Teams
Administrative Reporting: IT Manager, North Asia
Position Overview
The Senior IT Support Engineer will provide hands-on technical support for internal users across hardware, software, networking, telephony, and business-critical operational systems.
This role supports approximately 120–200 users and works closely with global IT teams to ensure stable IT operations, successful system deployments, and high availability of assistance center environments.
Key Responsibilities
IT Support & Troubleshooting
Provide onsite and remote technical support for:
PCs and laptops
Smartphones and mobile devices
Cloud PBX systems
Network and communication systems
Business applications and user environments
Troubleshoot hardware, software, network, and application issues
Support users through diagnostic testing and remote troubleshooting
Record incidents, resolutions, and technical activities in internal systems
Provide alternative solutions or workarounds when issues cannot be resolved immediately
Infrastructure & System Support
Maintain and monitor system health and operational stability
Support assistance center systems with a focus on high availability
Manage and support:
Servers
Switches
Routers
WiFi environments
Printers and telephony systems
Support Cisco network infrastructure and related technologies
Support both Windows and Mac environments, primarily Dell and Windows platforms
Call Center & Telephony Support
Support call center systems and communication infrastructure
Manage relationships with local telecommunications vendors including:
NTT
Softbank
KDDI
Colt
Support AudioCodes and cloud telephony environments
Maintain operational stability for contact center systems including NiCE inContact
IT Project Management & Coordination
Participate in local and global IT projects including:
System deployments
IT service improvements
Asset management initiatives
Execute assigned project tasks within required timelines
Coordinate with regional and global shared service teams
Support webinar and off-site seminar technical setup and operations
Asset & Vendor Management
Manage IT assets including:
PCs
Mobile devices
Servers
Network equipment
Maintain inventory and reporting updates for local management and global IT teams
Coordinate procurement activities and vendor SLA management
Requirements
Required Experience
4–6 years of experience within IT Helpdesk or IT Support environments
Experience supporting call center systems is required
Experience deploying systems within global or multinational environments
Hands-on experience supporting enterprise infrastructure and end-user environments
Technical Skills
Strong knowledge of:
Active Directory
Azure Cloud
ITIL concepts
Cisco networking technologies
Windows and Mac operating systems
Cloud and on-premise infrastructure
Ability to diagnose and resolve technical issues across hardware, software, and networking
Experience with physical network troubleshooting and repairs
Communication & Business Skills
Strong customer service and end-user support mindset
Excellent communication and stakeholder management skills
Ability to explain technical concepts clearly to non-technical users
Understanding of operational business functions including:
Assistance Center operations
Security
Sales & Marketing
Finance
HR systems
Education
Bachelor’s degree in IT, Computer Science, or a related field preferred
Language Requirements
Japanese: Fluent / business level for vendor communication
English: Business level for reporting and collaboration with regional IT leadership
Additional Information
No regular travel or rotation requirements
Opportunity to work within a highly international and mission-critical operational environment
Exposure to global IT infrastructure, enterprise support operations, and cross-regional IT projects