As a DevOps Engineer (L1/L2) you will be part of a global IT operations team responsible for delivering and automating fast friendly and effective technical support to end-users across the Omnissa platforms. This role combines traditional helpdesk responsibilities with a strong focus on automation process optimization and knowledge management. The engineer acts as the first and second line of defense for all IT-related incidents and requests while proactively identifying building and maintaining automation solutions to reduce repetitive L1 tasks improve response times and enhance the overall employee experience.
Key Responsibilities:
- Provide L1 and L2 technical support via chat ticketing system email and phone (callback only).
- Desk-side support and on-site IT infrastructure Support.
- Own end-to-end ticket lifecycle: logging categorization prioritization troubleshooting resolution routing/escalation and closure.
- Perform remote troubleshooting and resolution.
- Deliver white-glove IT support for new hires (hardware/software setup)
- Create maintain and improve knowledge base (KB) articles for internal team use
- Develop curate and continuously update content intents and workflows for the Omnissas internal Chat BOT (# Ozone-assist-Bot)
- Identify repetitive L1 incidents and proactively design automation opportunities to eliminate or reduce manual effort.
- Build test deploy and document new automations
- Regularly review upgrade and optimize existing automations for performance and relevance
- Generate regular reports and metrics on ticket trends automation impact SLA performance and service improvements
- Conduct training sessions for new service desk team members when required.
- Rotational shifts (day/night/weekends) and ensure seamless 247 Ozone operations.
Skills & Qualifications:
- 1 years of experience in a service desk helpdesk or technical support role (L1/L2)
- Desktop Support Laptop Provisioning and Troubleshooting.
- Basic Knowledge of Windows and Linux Operating Systems.
- Strong experience with ticketing systems ( Jira Service Management - JSM)
- Solid understanding of Windows and macOS environments Microsoft 365 suite Active Directory and common SaaS applications.
- Basic understanding of networking VPN and Endpoint security concepts
- Proven hands-on experience building and maintaining automations (Power Automate scripting PowerShell/Python Atlassian Assist workflows etc.)
- Experience in training or managing content for AI-powered chatbots or virtual assistants
- Strong troubleshooting and problem-solving abilities
- Experience creating and managing knowledge base articles and self-service content
- Familiarity with IT onboarding/offboarding processes and access management
- Knowledge of ITIL processes; ITIL Foundation certification is a plus.
- Excellent written and verbal communication skills with a customer-first mindset
- Must work from the Tokyo office (Japan); remote work is not available.
Required Skills:
As a DevOps Engineer (L1/L2) you will be part of a global IT operations team responsible for delivering and automating fast friendly and effective technical support to end-users across the Omnissa platforms. This role combines traditional helpdesk responsibilities with a strong focus on automation process optimization and knowledge management. The engineer acts as the first and second line of defense for all IT-related incidents and requests while proactively identifying building and maintaining automation solutions to reduce repetitive L1 tasks improve response times and enhance the overall employee experience.
Key Responsibilities:
- Provide L1 and L2 technical support via chat ticketing system email and phone (callback only).
- Desk-side support and on-site IT infrastructure Support.
- Own end-to-end ticket lifecycle: logging categorization prioritization troubleshooting resolution routing/escalation and closure.
- Perform remote troubleshooting and resolution.
- Deliver white-glove IT support for new hires (hardware/software setup)
- Create maintain and improve knowledge base (KB) articles for internal team use
- Develop curate and continuously update content intents and workflows for the Omnissas internal Chat BOT (# Ozone-assist-Bot)
- Identify repetitive L1 incidents and proactively design automation opportunities to eliminate or reduce manual effort.
- Build test deploy and document new automations
- Regularly review upgrade and optimize existing automations for performance and relevance
- Generate regular reports and metrics on ticket trends automation impact SLA performance and service improvements
- Conduct training sessions for new service desk team members when required.
- Rotational shifts (day/night/weekends) and ensure seamless 247 Ozone operations.
Skills & Qualifications:
- 1 years of experience in a service desk helpdesk or technical support role (L1/L2)
- Desktop Support Laptop Provisioning and Troubleshooting.
- Basic Knowledge of Windows and Linux Operating Systems.
- Strong experience with ticketing systems ( Jira Service Management - JSM)
- Solid understanding of Windows and macOS environments Microsoft 365 suite Active Directory and common SaaS applications.
- Basic understanding of networking VPN and Endpoint security concepts
- Proven hands-on experience building and maintaining automations (Power Automate scripting PowerShell/Python Atlassian Assist workflows etc.)
- Experience in training or managing content for AI-powered chatbots or virtual assistants
- Strong troubleshooting and problem-solving abilities
- Experience creating and managing knowledge base articles and self-service content
- Familiarity with IT onboarding/offboarding processes and access management
- Knowledge of ITIL processes; ITIL Foundation certification is a plus.
- Excellent written and verbal communication skills with a customer-first mindset
- Must work from the Tokyo office (Japan); remote work is not available.
As a DevOps Engineer (L1/L2) you will be part of a global IT operations team responsible for delivering and automating fast friendly and effective technical support to end-users across the Omnissa platforms. This role combines traditional helpdesk responsibilities with a strong focus on automation p...
As a DevOps Engineer (L1/L2) you will be part of a global IT operations team responsible for delivering and automating fast friendly and effective technical support to end-users across the Omnissa platforms. This role combines traditional helpdesk responsibilities with a strong focus on automation process optimization and knowledge management. The engineer acts as the first and second line of defense for all IT-related incidents and requests while proactively identifying building and maintaining automation solutions to reduce repetitive L1 tasks improve response times and enhance the overall employee experience.
Key Responsibilities:
- Provide L1 and L2 technical support via chat ticketing system email and phone (callback only).
- Desk-side support and on-site IT infrastructure Support.
- Own end-to-end ticket lifecycle: logging categorization prioritization troubleshooting resolution routing/escalation and closure.
- Perform remote troubleshooting and resolution.
- Deliver white-glove IT support for new hires (hardware/software setup)
- Create maintain and improve knowledge base (KB) articles for internal team use
- Develop curate and continuously update content intents and workflows for the Omnissas internal Chat BOT (# Ozone-assist-Bot)
- Identify repetitive L1 incidents and proactively design automation opportunities to eliminate or reduce manual effort.
- Build test deploy and document new automations
- Regularly review upgrade and optimize existing automations for performance and relevance
- Generate regular reports and metrics on ticket trends automation impact SLA performance and service improvements
- Conduct training sessions for new service desk team members when required.
- Rotational shifts (day/night/weekends) and ensure seamless 247 Ozone operations.
Skills & Qualifications:
- 1 years of experience in a service desk helpdesk or technical support role (L1/L2)
- Desktop Support Laptop Provisioning and Troubleshooting.
- Basic Knowledge of Windows and Linux Operating Systems.
- Strong experience with ticketing systems ( Jira Service Management - JSM)
- Solid understanding of Windows and macOS environments Microsoft 365 suite Active Directory and common SaaS applications.
- Basic understanding of networking VPN and Endpoint security concepts
- Proven hands-on experience building and maintaining automations (Power Automate scripting PowerShell/Python Atlassian Assist workflows etc.)
- Experience in training or managing content for AI-powered chatbots or virtual assistants
- Strong troubleshooting and problem-solving abilities
- Experience creating and managing knowledge base articles and self-service content
- Familiarity with IT onboarding/offboarding processes and access management
- Knowledge of ITIL processes; ITIL Foundation certification is a plus.
- Excellent written and verbal communication skills with a customer-first mindset
- Must work from the Tokyo office (Japan); remote work is not available.
Required Skills:
As a DevOps Engineer (L1/L2) you will be part of a global IT operations team responsible for delivering and automating fast friendly and effective technical support to end-users across the Omnissa platforms. This role combines traditional helpdesk responsibilities with a strong focus on automation process optimization and knowledge management. The engineer acts as the first and second line of defense for all IT-related incidents and requests while proactively identifying building and maintaining automation solutions to reduce repetitive L1 tasks improve response times and enhance the overall employee experience.
Key Responsibilities:
- Provide L1 and L2 technical support via chat ticketing system email and phone (callback only).
- Desk-side support and on-site IT infrastructure Support.
- Own end-to-end ticket lifecycle: logging categorization prioritization troubleshooting resolution routing/escalation and closure.
- Perform remote troubleshooting and resolution.
- Deliver white-glove IT support for new hires (hardware/software setup)
- Create maintain and improve knowledge base (KB) articles for internal team use
- Develop curate and continuously update content intents and workflows for the Omnissas internal Chat BOT (# Ozone-assist-Bot)
- Identify repetitive L1 incidents and proactively design automation opportunities to eliminate or reduce manual effort.
- Build test deploy and document new automations
- Regularly review upgrade and optimize existing automations for performance and relevance
- Generate regular reports and metrics on ticket trends automation impact SLA performance and service improvements
- Conduct training sessions for new service desk team members when required.
- Rotational shifts (day/night/weekends) and ensure seamless 247 Ozone operations.
Skills & Qualifications:
- 1 years of experience in a service desk helpdesk or technical support role (L1/L2)
- Desktop Support Laptop Provisioning and Troubleshooting.
- Basic Knowledge of Windows and Linux Operating Systems.
- Strong experience with ticketing systems ( Jira Service Management - JSM)
- Solid understanding of Windows and macOS environments Microsoft 365 suite Active Directory and common SaaS applications.
- Basic understanding of networking VPN and Endpoint security concepts
- Proven hands-on experience building and maintaining automations (Power Automate scripting PowerShell/Python Atlassian Assist workflows etc.)
- Experience in training or managing content for AI-powered chatbots or virtual assistants
- Strong troubleshooting and problem-solving abilities
- Experience creating and managing knowledge base articles and self-service content
- Familiarity with IT onboarding/offboarding processes and access management
- Knowledge of ITIL processes; ITIL Foundation certification is a plus.
- Excellent written and verbal communication skills with a customer-first mindset
- Must work from the Tokyo office (Japan); remote work is not available.
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Posted on:
11 hours ago
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1 Vacancy
