Field Service Engineer | フィールドサービスエンジニア

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Job details

Company overview

Our client is a global IT service company that provides a wide range of solutions to help businesses transform their operations, enhance customer engagement, and drive growth in today's digital economy

Responsibilities

Main responsibilities:

• Participate in EUC Field Service transition activies
• Assist and be part of knowledge gatherting and documentation from external customers and/or Incumbents
• Analysis of service provision and resourcing based on SLA's, Assets, Call Volumes, Site criticality and customer requirements
• Due diligence with customer prior to RFP & BAFO submissions.
• Attend customer agreed locations to collect all customer processes relating to current delivery of services around EUC & field services.
• Create process document of current service for the customer and partner
• Work closely with our third party partner
• Desk side support duties and processes
• Break-Fix, Service Requests, IMAC, Incident, Problem, Configuration management and processes within ITIL.
• Active management and coordiantion of workload in the region
• Review of open and assigned tickets as directed by the tower lead
• Assist delivery lead in revewing and verifying vendor invoices of hardware assets
• SLA, KPI Management 

Requirements

Minimum requirements:

• Knowledge on Service Desk operation and tools
• Good knowledge of ticketing tools
• Understanding of Service Desk Ticket concepts in Categorization, Priorities, Work Flows for all different types of calls such as Break-Fix, IMAC, Service Request, Problem, Change Management etc.
• Knowledge of MS Office and Teams
• Intermediate level knowledge of SCCM / Desktop Central, Intune, Printer Configuration, Imaging Machines, and Triaging Breakfix issues
• Ability to see issues through to resolution on all appropriate requests
• Ability to work in a project-based environment requiring flexibility and teamwork
• Good understanding of End User Computing IT infrastructure devices to understand process / requirements - Desktops, Laptops, Printers, Handhelds, Smartphone etc.
• Good understanding of skills in Microsoft Windows & MAC desktop operating systems and business productivity applications ie Office.
• Effective communication in English
• Ability to interact with customers so as to ensure that the service is polite, efficient and responsive
• Knowledge of in outsourcing and managed services
• Highly proactive solution driven approach
• Expert in escalation management
• Strong Interpersonal skills and customer relationship skills
• Strong problem solving and root cause analysis skills
• Strong networking and relationship building skills with internal and external parties
• Being visible to customer and internal teams
• Good mix of transition (External customer), delivery and project experience in EUC and FSO environment
• Good understanding of desk side desktop support including incident/requets, and break fix
• Should have very strong written and oral communication skills
• Flexibility with respect to time - client deliverables need to be met with a can-do attitude
• Excellent problem solving/ quantitative/ analytical skills
• Ability to provide consistent, excellent customer support to entire staff, representing a variety of personalities and management levels

Preferred qualifications:

• Flexibility in relocation based on job requirements
• Minimum Bachelor’s or tecnhnical degree
• ITIL certification
• MS and other technical certifications
• ITIL professional
• Experience in manufactoring/factory service delivery
• Service Now knowledge
• Any local languages or one of European Language

Salary

6 - 8 million yen

Location

Tokyo