Desktop Support Aomori
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Job Summary
Role Purpose
The purpose of this role is to resolve priority incident tickets and service requests while contributing to incident analysis change request preparation and continuous service improvement.
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Areas of responsibilityÂÂÂÂÂÂÂÂÂÂÂ
Triaging and resolution of tickets-Perform initial triage for high priority incident tickets (P2 tickets) which may have an impact across one or more processes and resolve priority incident (P3) tickets within defined SLAs.
Create log of incidents and Document observations and related root causes to support in evaluation of mitigation measures.
Resolution of service Requests-Fulfil software/hardware/network service requests within agreed timeline ensuring timely completion and adherence to SLAs while maintaining quality and accuracy in request handling.
SLA Monitoring-Monitor SLA timelines for entire lifecycle of high priority incident tickets (P2 tickets). Escalate as needed and participate in weekly or monthly service review meetings with clients and internal teams.
Change request execution-Create change requests as per the priority of the incident tickets in adherence with the defined guidelines.
Present changes for approval with rollback plans in change approval meetings. Execute approved changes and document post-implementation outcomes.
Incident Analysis-Analyse nature of incidents to support root cause analysis and related service improvement plans.
Contribute towards development of mitigation action to reduce repeat incidents by identifying patterns of issues noted.
Position Title: Field Support Engineer (Japanese language skill required)
Work Location: Kuroishi Aomori Japan (highly recommended to own vehicle for commute)
* mandatory 2 weeks training sessions at Hachioji Tokyo prior the assignment Roles & Responsibilities:
Candidate will provide IT field support including but not limited to troubleshooting hardware software and operating system issues as well as printers fax machines telephony devices and peripherals and fixing them without violating the hardware warranty or customer security compliance requirements Installation and troubleshooting of typical business software/applications like Adobe internet browsers Installation and troubleshooting of office applications (O365 Outlook Excel Word PowerPoint Teams OneDrive) Configuration & troubleshooting of Apple mobile devices Printer and VOIP phone configuration & troubleshooting Conference room A/V equipment assistance & troubleshooting Assisting basic onsite activities involving racks patch panels routers firewalls switches servers and other enterprise level hardware while under instruction from remote teams Operating system deployment via PXE / USB ISO / Microsoft Configuration Manager Take ownership of incidents and service requests (SRQs) raised by users in ticket management system Ensure all Incidents and SRQs are addressed within stipulated SLA timelines and work is completed satisfactorily to avoid ticket reopening Reviewing and maintaining KB articles Provide VIP support for Desk side issues per contract and be point of contact at the site for all IT related issues if no other IT support team unavailable like for MI calls Contribution towards automation & service improvements
Required Skills:
Native Japanese or N1 communication skill (90% of the work is conducted in Japanese language)
2-4 years of experience in Onsite support Knowledge and experience on Windows 11 OS administration Should have good expertise on EUC tools remote support tools MS Office and Outlook. Preferable to have a good understanding of VPN and mobile device support. ITIL process of Incident Change Problem Service Request and related activities such as spare and buffer stock management Knowledge and experience of ticketing tools (ServiceNow / Remedy etc.) Knowledge and experience on Service requests incident problem management and change process
Optional: knowledge in AD and smart hands and feet support. Optional: knowledge and experience of supporting tablets Optional: Ability to lift / move computer equipment weighing up to 20kg
職種 フィールドサポートエンジニア 勤務地: Internal to Wipro 青森県黒石市 (マイカー通勤可能) 配置前に東京都八王子市で二週間の研修OJTあり 役割と責任: ITフィールドサポート保守業務全般ハードウェアソフトウェアオペレーティングシステムの問題対 応プリンターファックス機電話機器周辺機器のトラブルシューティングおよびハードウェア保守 o Adobeインターネットブラウザなどの一般的なビジネスソフトウェア/アプリケーション o MSオフィスアプリケーションのインストールとトラブルシューティング (O365OutlookExcel WordPowerPointTeamsOneDrive) o Appleモバイルデバイスの設定とトラブルシューティング o プリンタとVOIP電話の設定とトラブルシューティング o 会議室の A/V 機器の支援とトラブルシューティング o ルーターファイアウォールネットーワークスイッチサーバーラックパッチパネル等のエ ンタープライズレベルのハードウェアサポートをオフショアのチームからの指示下で支援 o PXE / USB ISO / Microsoft Configuration Manager によるオペレーティングシステムの展開 o ServiceNow を使用したインシデントとサービスリクエスト(SRQ)チケットの管理 必要スキル: 日本語ネイティブまたはN1コミュニケーション能力(業務の90%を日本語で実施) ITフィールドサポートの24年の経験 Windows 11 OS 管理に関する知識と経験 EUCツールリモートサポートツールMS OfficeOutlookに関する優れた専門知識 VPNとモバイルデバイスのサポートについて十分に理解していることが望ましい インシデント変更問題サービスリクエストのITILプロセスおよびスペアおよびバッファの在庫管理 などの関連アクティビティ チケットツール(ServiceNow / Remedy など)の知識と経験 サービスリクエストインシデント問題管理変更プロセスに関する知識と経験 任意: Active Directory に関する知識 任意: タブレットのサポートに関する知識と経験 任意: 20kg程度のサーバーネットワーク機器を扱うことができる Internal to Wipro
Mandatory Skills: Desktop Support. Experience: 3-5 Years. Reinvent your world. We are building a modern Wipro. We are an end-to-end digital transformation partner with the boldest ambitions. To realize them we need people inspired by reinvention. Of yourself your career and your skills. We want to see the constant evolution of our business and our industry. It has always been in our DNA - as the world around us changes so do we. Join a business powered by purpose and a place that empowers you to design your own reinvention.About Company
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