IT Site support Technician II

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募集要項

会社概要

主要製造拠点をアメリカに持つ航空機、防衛、工業製品、医療機器などの市場において採用されてる制御システム・装置を開発・製造している企業です。同社の製品・システムは軍事用および民間用の飛行機の制御システムをはじめ、軍事用機器・装置における様々な制御装置として利用されているほか、工場機械や鉄道、医療機器における制御部品・装置として活用されています。

業務内容

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. 

応募条件

• 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.

ポイント

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  

給与

700 - 1100 万円

勤務地

神奈川