About the Company
Our client is a global technology services and consulting organization that helps businesses address complex digital transformation challenges. Through consulting, design, engineering, and operations, the company delivers innovative solutions that help clients build resilient, future-ready organizations.
The culture is centered on continuous reinvention, collaboration, and purposeful innovation. Employees are encouraged to develop their skills, take ownership of their careers, and contribute to meaningful outcomes for customers, colleagues, and communities. This is an attractive opportunity for an IT professional seeking an international, team-oriented environment where practical technical expertise and service excellence are highly valued.
What the Job Entails
As a Field Support Engineer, you will provide onsite IT support at a client location in Shinjuku, Tokyo, during standard business hours of 8:30 a.m. to 5:15 p.m., with occasional support outside normal hours. You will troubleshoot and resolve hardware, software, operating system, printer, telephony, mobile device, and peripheral issues while maintaining security and warranty requirements.
You will own incidents and service requests in ServiceNow, monitor service-level timelines, document solutions, and ensure tickets are resolved satisfactorily. The role also includes operating system deployment, conference room audiovisual support, basic assistance with enterprise hardware, and hands-and-feet support for network devices in collaboration with remote teams. You will help maintain knowledge articles and contribute to automation and service improvements.
Key Requirements
Native-level Japanese or Japanese language proficiency equivalent to JLPT N1.
Two to four years of experience in onsite or field IT support.
Strong knowledge of Windows 10 and/or Windows 11.
Experience supporting end-user computing tools, remote support tools, Microsoft Office, and Outlook.
Practical experience with ticketing systems such as ServiceNow or Remedy.
Understanding of ITIL processes, including incident, change, problem, and service request management.
Ability to troubleshoot hardware, software, printers, fax machines, telephony devices, peripherals, and conference room audiovisual equipment.
Experience configuring and troubleshooting Apple mobile devices; tablet support experience is beneficial.
Familiarity with VPN support, Active Directory, operating system deployment through PXE, USB ISO, or Microsoft Configuration Manager.
Understanding of printer and VoIP phone configuration and troubleshooting.
Ability to collaborate effectively with remote and offshore technical teams.
Strong documentation, ownership, communication, and customer-service skills.
Ability to handle or move computer equipment weighing up to 5 kilograms.