IT Site support Technician II

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Job details

Company overview

We develop and manufacture control systems and devices used in the aircraft, defense, industrial products, and medical equipment markets, with its main manufacturing base in the United States. Our products and systems are used in military and civilian aircraft control systems, as well as various control devices in military equipment and devices, and as control components and devices in factory machinery, railroads, and medical equipment.

Responsibilities

As an IT Site Support Technician II, you will:

• Diagnose, research, and resolve routine end-user IT issues.
• Provide guidance and explain policies and procedures to end-users.
• Troubleshoot end-user PC, network, printing, and application issues.
• Deployment of PC equipment and accessories
• Installation and support of endpoint software
• Conference Room technology diagnosis and support
• Escalation of issues to appropriate team after troubleshooting and documenting progress in the ITSM tool
• Provide on demand support to users with immediate needs at any of our Tech bars. 
• Analyze, research, and troubleshoot server or network issues.
• Train end-users on new technology or procedures
• Assist in the identification, monitoring, and replacement of end-user and infrastructure equipment.
• Provide diagnostic support for site-specific Operational Technology (OT) equipment, with guidance from OT specialists.
• Liaise with IT resolver teams to drive resolution of critical technology issues.
• Provide onsite smart hands support for Server and Network related issues.
• Complete detailed documentation within the IT service management system; incidents and requests to technical assistance, steps taken to resolve them, and the specific dates/individuals involved.
• Attend in-person meetings, appointments with end users to analyze, troubleshoot and diagnose hardware problems.

Special circumstances or unusual challenges:

• The successful candidate will be required to collaborate with and support one another across a geographically and culturally distributed global team.
• The successful candidate will need to manage competing demands and escalate emergency situations, empathy and urgency are key requirements.
• Travel: May travel to provide on-site support within assigned region. 

Requirements

• 3-4 years of proven experience in a customer support position involving technical knowledge of a company’s products, services, and IT systems.
• Disciplined, systematic problem-solving skills required.
• Time-management skills and the ability to establish reasonable and attainable deadlines for resolution.
• Experience working in and assisting others through IT service management tools such as ServiceNow as well as remote support tools such as Bomgar, SCCM, or others.
• Experience working with different operating systems including Windows and Mac OS
• Demonstrated polish in written and verbal communication as well as strong interpersonal skills when communicating with customers and clients.
• Experience installing and configuring computer hardware, operating systems and software applications.
• Bachelor’s degree in computer science, management information systems, or related field.
• In lieu of a degree, a combination of 7 years of experience in an IT support role and education is acceptable.
• Industry certifications (preferred) Windows 7/10, CompTIA A+, CompTIA Net+, ITILv4 Foundation, Dell Proven Professional.

The appeal

DIMENSIONS THAT SHOW THE RELATIVE SIZE AND SCOPE OF THE JOB WITHIN THE COMPANY:

• Incidents & Tasks Escalated by Users/SD
• Japan Average Incidents 200 Per month
• Between 220-250 desktop computers in Japan.
• Between 220-250 end users/Regional in Japan  

Salary

7 - 11 million yen

Location

Kanagawa