Onsite IT Support Engineer (Level 2)

We are seeking an experienced Level 2 IT Support Engineer to work onsite at the Tokyo headquarters of our client a global healthcare technology company. Be part of a small team of local on-site support engineers and a key contact point for all IT support matters at the site while collaborating closely with a globally distributed IT team.

This is a high-visibility role with genuine ownership: youll be charged with handling IT support and operations for the local environment keeping users productive and services running smoothly. As the trusted onsite presence youll bridge the gap between the Japanese-speaking local users including VIP users and the wider global IT organization. Professional-level Japanese language skills are essential!

• Provide Level 2 technicalsupport andinstallations moves add changes and decommissions (IMACD) services for desktops laptops printers and peripherals
• Troubleshoot hardware software OS Outlook and application-related issues
• Install configure and support Windows OS and Office 365 environments
• Support system upgrades patching imaging and asset management
• Manage Active Directory user accounts access management and group policies
• Troubleshoot LAN/Wi-Fi VPN DNS DHCP and remote connectivity issues
• Handle ticket resolution incident management and root cause analysis
• Coordinate with L3 teams and vendors for major incidents and escalations
• Smart Hands project support for local servers and infrastructure ( move / replace / upgrade / maintenance)
• Provide remote and onsite support while ensuring SLA compliance

• 35 years of experience in Desktop / End User Support
• Experience in enterprise or corporate IT environments
• Professional-level Japanese language skills to support local Japan end users including VIP users
• Strong knowledge of Windows 10/11 Office 365 and Outlook
• Experience with Active Directory and remote support tools
• Good understanding of networking concepts (TCP/IP DNS DHCP VPN)
• Experience using ticketing tools such as ServiceNow Remedy or Jira
• Knowledge of endpoint security and antivirus tools
• Strong troubleshooting communication and user-handling skills