Technical Support Specialist

Location Tokyo
Discipline Information Technology
Job type Permanent
Salary Negotiatable
Reference 37138

【About the Marlink Group】

In today's world, connecting our customers' businesses and assets in the most remote and challenging locations has never been more important.


As a true partner to our global customers, we provide smart network solutions that connect people and assets around the globe and in all markets where traditional connectivity cannot be achieved or is not available.


As an internationally active and well-known group with more than 1400 colleagues working in more than 30 locations, we help our customers in industries including Shipping, Energy, Humanitarian to run their business remotely in ever smarter, more profitable and sustainable ways.



【Your Mission】

The regional support staff is the customers first point of contact regarding support. Both support/incident management and request handling are part of the main tasks for the position.


The ability to handle several simultaneous tasks is important. The ability to be service minded and diligent in registering every task is equally important. We aim at solving a large percentage of tasks in this team, but if cases need to be forwarded to even more experienced personnel, diligent registering and handovers are key to swiftly solving the tasks.


The Regional Customer Support staff reports to the Line Manager, Regional Customer Support.

The positions are part of a global organization staffed with technical competent personnel to getting task solved effectively and according to Service Level Agreements.



【Main Tasks】

  • Be the first point of contact for Marlink organization and customers

  • Perform 1st line Technical Support (incident management) over the phone, via email or via remote management & control channels

  • Handle all requests & incidents received by phone or e-mail in a professional way with the aim to satisfy customers

  • Analyse requests & incidents, perform first level diagnostics and apply solutions

  • Keep the customer proactively informed & updated about the evolution of his request & provide incident status on a regular basis (according to SLA)

  • Solve and escalate processing of activation, de-activation, suspension, un-suspension requests from customers and troubleshoot

  • Have ownership for customers (incidents & requests) in their region



【Qualifications & Professional skills】

  • High school education or higher/equivalent in Engineering/Electronics/Information Management or equivalent

  • Good knowledge of Telecommunication Networks and IT terminology

  • Helpdesk experience is preferable

  • Be able to explain, train, simplify technical subjects to non-technical people.

  • Strong social skills for establishing professional relationships with clients

  • Very good English language skills is mandatory



【Attitude & Interpersonal skills】

  • Take initiative, show curiosity and autonomy

  • Pro-active and positive attitude.

  • Well-organized, detail oriented and accurate

  • Good problem-solving abilities

  • Good communication and teamwork skills

  • Able to handle stress and able to work under time pressure

  • Actively share knowledge within the organization

  • Service minded and customer oriented in both reflection and action

  • Flexible to perform also other tasks outside the scope of his/her main role



  • Contact NAME: Henry Levo


  • Click “Apply now” in the top right.