End User experience ManagerEngineer
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Job Location:
Chiyoda City - Japan
Yearly Salary:
JPY 7500000 - 8000000
Posted on:
30+ days ago
Vacancies:
1 Vacancy
Job Summary
Job Description
IT End user support lead/Manager/Engineer
Category: Finance
Salary: Up to 12m JPY
Location: Tokyo Office based
Language Requirements: Japanese native business English
About the company: Global asset management business
PLEASE NOTE: All must be available for face to face interviews in Japan or have a valid working visa for Japan
Overview
We are seeking a mid-level End User Experience Manager/Engineer with 5 to 10 years of experience in end-user support ideally within the financial sector. This role requires a proactive customer-focused professional who can work independently and collaboratively to provide exceptional technical support. The successful candidate will have the ability to prioritize tasks effectively troubleshoot complex issues and confidently support VIP users.
Responsibilities
- Analyze troubleshoot and resolve technical incidents of varying complexity through service management systems email Teams phone and walk-up interactions.
- Perform remote and on-site troubleshooting using efficient methodologies.
- Test and deploy hardware and software solutions for new deployments break-fix issues and move-add-change scenarios.
- Deliver best-in-class white-glove customer service across multiple communication channels.
- Proactively address customer technology needs and resolve issues before they arise.
- Follow up with customers to ensure their technology requirements are met and issues are resolved.
- Maintain and update the technology knowledge base with customer-facing and internal troubleshooting documentation.
- Track and document technology issues thoroughly using the service management system.
- Identify recurring issues propose solutions and test new technologies or process improvements.
- Manage end-user technology projects including migrations deployments and the introduction of new technology solutions.
Qualifications
- Proven experience as a Desktop Engineer with expertise in troubleshooting complex technical problems.
- Strong customer service and interpersonal skills with a focus on delivering exceptional end-user support.
- Proficiency in troubleshooting conference rooms Zoom/Teams conferencing telephony systems messaging platforms and collaboration tools.
- Experience with Windows 10/11 Active Directory DNS DHCP and virtual desktop infrastructure (VDI).
- Familiarity with mobility issues related to MDM MFA mobile devices VPN laptops and remote connectivity.
- Strong knowledge of Microsoft Office Exchange O365/Azure and related troubleshooting.
- Experience using service management systems such as ServiceNow Remedy or Jira.
- Ability to diagnose and resolve technical issues efficiently both on-site and remotely.
- Certifications in IT or Computer Science are preferred but not required.
Required Technical Skills
- Proficiency in Windows 10/11 Windows Server Active Directory Microsoft Exchange (EXCH & EXO) and Microsoft Office Suite.
- Experience with Microsoft O365 services Endpoint Manager/Intune and PowerShell (Exchange Online).
- Expertise in supporting Zoom and Teams meetings as well as hardware such as Thin Clients laptops iOS devices and Omnissa Horizon VDI.
- Basic knowledge of networking and information security.
- Familiarity with ServiceNow ITSM.
Desirable Technical Skills
- Experience with follow-me print solutions.
Day-to-Day
- Provide hands-on and remote technical support to end users ensuring prompt resolution of issues.
- Collaborate with team members to manage technology projects and introduce innovative solutions.
- Maintain clear and ongoing communication with end users to set expectations and provide updates.
- Continuously improve processes and documentation to enhance the end-user experience.
Benefits
- Opportunity to work in a collaborative global environment with a focus on teamwork and innovation.
- Exposure to cutting-edge technologies and the chance to work on impactful projects.
- Professional growth and development opportunities within a dynamic organization.
- Competitive compensation and benefits package.
Required Experience:
Manager
Key Skills
- Computer Science
- user experience
- User Interface
- SME
- CSS
- Interaction Design
- Windows
- Android
- Usability Studies
- Visual Design
- HTML
- User Research
- JavaScript
- Web Services
- Wireframes
