Job number: JN -072024-36520 Posted: 2024-10-18

Technical Support Engineer

WFH / Leading global provider of integrated energy mgmt
5 - 8 million yen Tokyo Information Technology Helpdesk / Support Engineer

Job details

Company overview
Our client is a Europe-based enterprise that operates in the energy sector that develops and provides energy management systems, energy efficient technologies, and power conversion devices to energy companies on a global scale. It strives to innovate in the field of sustainable energy and contribute to the utilization of renewable energy.
Responsibilities
Main responsibilities:
  • Responsible for providing high quality Level 1 customer service to customers. (Good attitude and communication with not only customers but colleagues as well)
  • Understand and work within defined SLAs (Service Level Agreements) and OLAs (Operation Level Agreements).
  • Perform initial level troubleshooting/triage and resolve problems with the best ability, case escalation to more senior members of the team or L2 or any other team when applicable.
  • Provide information regarding customer issues to higher tiers to be able to initiate problem management.
  • Focus on root-cause analysis to resolve a problem.
  • Provide work-around, technical notes and Knowledge Articles.
  • Represent Company in a positive, professional manner when working with the customer.
  • Perform other services related tasks as assigned.
  • Provide 24/7 On demand (Stand-by) service.
  • Be ready to travel to other locations of the organization for training and other purposes.
Requirements
Minimum requirements:
  • Experience in a B2B customer facing role as Hardware or Software Support Engineer or Technical customer support role.
  • Experience with Windows desktop/server platforms and Unix, Microsoft Office products.
  • Experience in hosting web-based applications and related concepts and client-server architecture. 
  • Basic networking concepts like IPs, ports, routes, interfaces, DNS, Wireshark tool etc. 
  • Familiarity with Information Technology Infrastructure Library (ITIL) methodologies and customer operations.
  • Experience in the utility and/or energy management industry is good to have. 
  • Experience in working in multicultural/distributed environment.
  • Self-motivated, proactive, able to work under stressful conditions.
  • Ability to collaborate effectively with a team.
  • Good problem solving and decision-making skills.
  • Ability to multitask and prioritize.
  • Effective communication (verbal and written), documentation and customer service skills and the ability to work within a 24x7 support environment.

Preferred qualifications:
  • Experience in database queries, Oracle/Postgress preferred. 
  • Knowledge of Webservices/SOAP UI tool is preferred. 
  • Knowledge of application Security is preferred.
  • Knowledge of any ticketing tool, ServiceNow preferred.

Salary
5 - 8 million yen
Location
Tokyo
Jonathan Holloway
BRS Consultant
Jonathan Holloway
Inhouse IT
Email me directly

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