Field Support Engineer

Position Title: Field Support Engineer Work Location (one of the below): Utsugi, Hachioji, Tokyo Shinjuku, Tokyo Tatsuno, Nagano (requires own vehicle for commute) 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, Skype, 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 Mentoring & training L1 resources 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 N2 communication skill 2-4 years of experience in Onsite support Knowledge and experience on Windows 10 OS 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