Technical Lead

Work location: Tokyo

Required language: Japanese Fluency and Business English

Key Responsibilities:

• Handle end user Voice calls, Chats in Japanese Language.
• Provide first level resolutions for End user computing and Business Applications.
• Ticket creation/Categorization / Prioritization in SNOW or any Ticketing tool experience.
• Ticket triaging to respective Support Group.
• Incident resolution and recovery for IT SD/Account Provisioning/L1 EUC/L1 Apps.
• Good Analytical & Coordination skills are essential.
• Good understanding of Computers and Troubleshooting skills required in Windows Operating System.
• Customer service orientation and ability to work in a team.
• Excellent Soft skill, Communications skills (Voice, Email & Chat) to handle Japanese end users.
• Troubleshooting skills on desktop and applications (MS office, Adobe etc.)
• Troubleshooting skills on VPN connectivity and tools (MS Team, Webex)
• Experience in supporting windows domain password related issues.
• Troubleshooting experience using remote control tools.
• Trouble shooting skills and experience in handling Exchange (Outlook)
• Experience in handling other IT Issues like Printer, hardware (Laptop, iPhone, iPad, Desktop), browser, laptop performance related issues.

Must have skills and requirements:

• IT Technical Service Desk
• Windows OS Troubleshooting Experience
• ITSM Ticket Tool Experience
• Printer, iPad, iPhone, Password related troubleshooting experience