Job Title: Mobility Technology Support Specialist (Assistant Vice President)
Location: Tokyo, Japan
Role Overview
This role provides high-touch, executive-level mobility support within the Tokyo office. The position is responsible for troubleshooting complex mobile device issues, managing mobile device management (MDM) platforms, and ensuring smooth day-to-day mobile operations. Availability for after-hours, holiday, and extended support is required.
Key Responsibilities
Executive & VIP Support
Deliver premium, white-glove assistance to executives and VIP users.
Respond quickly to mobile device issues to minimize disruptions.
Technical Support for Mobile Devices
Diagnose and resolve hardware, software, and connectivity issues for iPhones, iPads, and mobile hotspot devices.
Provide end-to-end mobility support, including device setup, troubleshooting, replacement, and upgrades.
Assist with mobile app installation, updates, and issue resolution.
MDM Administration
Manage and support MDM systems including MobileIron and Ivanti.
Configure, enroll, and secure mobile devices in accordance with internal standards.
Perform monitoring, updates, and preventive maintenance on managed mobile devices.
Operations & Documentation
Maintain detailed records of device usage, support activities, and incident resolutions.
Monitor service requests and ensure timely responses.
Support compliance requirements such as encryption, password policies, and remote wipe capabilities.
Handle vendor coordination for repairs, replacements, and warranty claims.
Connectivity Troubleshooting
Resolve Wi-Fi, VPN, and carrier-related connectivity issues for mobile devices.
Ensure optimal performance across all mobile network environments.
Device Lifecycle Management
Oversee procurement, deployment, and retirement of mobile hardware.
Maintain accurate inventory and ensure device tracking across their full lifecycle.
Collaboration & Communication
Communicate professionally with all user groups, including executives and general staff.
Work closely with engineering teams and other IT groups to address complex issues.
Provide updates on incidents, resolutions, and ongoing initiatives.
Share best practices, documentation, and troubleshooting knowledge with the broader support team.
Qualifications
Required
Experience in enterprise mobility support, ideally within multinational environments.
Strong hands-on background with MobileIron and/or Ivanti MDM tools.
Advanced knowledge of iOS ecosystem (iPhone/iPad), including configuration and troubleshooting.
Ability to diagnose issues on iOS and Android devices.
Excellent customer service and communication skills, particularly when supporting senior leadership.
Flexibility to work evenings, weekends, and holidays when needed.
Proficiency in English and fluency in Japanese.
About the Organization
This role sits within a global financial services environment that offers advisory, capital markets, and asset management capabilities. The organization emphasizes diversity, inclusion, and equal opportunity, fostering a workplace that values varied perspectives and experiences. The company is committed to providing equal employment opportunities and reasonable accommodations as required by law.