Appaling points:
- Diverse End-User IT Support: Provide hands-on support across Windows, macOS, Microsoft 365, Active Directory, Intune/SCCM, and endpoint devices while managing the complete hardware lifecycle.
- Opportunity to Drive Service Excellence: Contribute to automation, continual service improvement (CSI), knowledge management, and customer satisfaction initiatives while enhancing IT support processes.
- Broad Enterprise Exposure: Work with modern ITSM tools, identity management, endpoint security, collaboration technologies, and cross-functional IT teams in a dynamic enterprise environment.
Annual Salary : 6 Million and Above
Key Responsibilities:
- End User Support & Hardware Lifecycle
- Provide Level 1 & 2 support for desktops, laptops, mobile devices, printers, and peripherals.
- Manage IMACD (Install, Move, Add, Change, Dispose) processes and hardware lifecycle including procurement, provisioning, upgrades, and secure disposal.
- Incident, Service & Problem Management
- Respond to and resolve incidents, service requests, and access-related issues within SLA.
- Lead or support the resolution of critical (P1/P0) incidents and participate in root cause analysis and Problem Management processes.
- Software & Technology Integration
- Install, configure, and troubleshoot software applications including Microsoft 365, endpoint security tools, remote access (VPN), collaboration tools, and OS.
- Coordinate remediation for vulnerable software or misconfigured devices.
- Automation & CSI (Continual Service Improvement)
- Identify repetitive tasks and contribute to automation solutions to streamline support operations.
- Drive continuous improvement through service analysis, user feedback, and adoption of modern tools.
- Service Management & Reporting
- Maintain and update the Knowledgebase (KB) and standard operating procedures (SOPs).
- Analyze Customer Satisfaction (CSAT) feedback and lead action planning for service enhancement.
- User Lifecycle & Access Support
- Handle onboarding/offboarding IT tasks including account provisioning and building access requests.
- Support compliance with identity management, security policies, and user provisioning guidelines.
- Proactive User Engagement
- Conduct regular floor walks to offer in-person support and gather feedback.
- Operate Tech Bar/Walk-in Centers to provide real-time support and improve user satisfaction.
Required Skills & Qualifications:
- Bachelor’s degree in information technology, Computer Science, or related field.
- 3–5 years of experience in End User Computing, Desktop Support, or IT Helpdesk roles.
- Hands-on knowledge of Windows 10/11, macOS, Microsoft 365, Active Directory, Intune/SCCM.
- Familiarity with ITSM tools like ServiceNow, Remedy, or similar platforms.
- Understanding of ITIL processes (Incident, Problem, Change, Knowledge, Capacity Management).
- Experience in A/V support, collaboration tools, endpoint security, and remote troubleshooting.
- Basic understanding of networking, infrastructure, and telecom concepts.
- Strong interpersonal and communication skills with a focus on user experience.
Preferred Qualifications:
- ITIL Foundation
- Microsoft Certified: Modern Desktop Administrator Associate
- CompTIA A+ / Network+
- Any Automation/Scripting certifications (PowerShell, Python, etc.) is a plus
Japanese Language : Business level Japanese (JLPT N2) and Business level English.
Company Description:
The Company is a global provider of Digital Business Transformation, Digital Engineering, and Information Technology (IT) outsourcing services that accelerate our clients’ journey to their Digital Future. Company serves Global 2000 companies in Banking, Financial Services, Insurance, Healthcare, Telecommunications, Media, Entertainment, Travel, Manufacturing, and Technology industries. Using a combination of digital strategy, digital engineering, business implementation, and IT platform modernization services, Company helps clients execute successful end-to-end digital business transformation initiatives.
. Skillset Required: Windows, macOS, Microsoft 365, Active Directory, Intune, SCCM, Endpoint Devices, Hardware Lifecycle Management, Automation, Continual Service Improvement, Knowledge Management, Customer Satisfaction, ITSM Tools, ServiceNow, Remedy, Identity Management, Endpoint Security, Collaboration Technologies, Cross-Functional Teams, Level 1 Support, Level 2 Support, Desktops, Laptops, Mobile Devices, Printers, Peripherals, IMACD, Procurement, Provisioning, Upgrades, Secure Disposal, Incident Management, Service Request Management, SLA Management, Critical Incident Management, Root Cause Analysis, Problem Management, Software Installation, Software Configuration, Software Troubleshooting, VPN, OS, Vulnerability Remediation, Automation Solutions, Continuous Improvement, Service Analysis, User Feedback, Knowledgebase, SOPs, CSAT Analysis, Onboarding, Offboarding, Account Provisioning, Access Management, Compliance, Security Policies, User Provisioning, Floor Walks, Tech Bar, Windows 10/11, ITIL, Change Management, Capacity Management, A/V Support, Remote Troubleshooting, Networking, Infrastructure, Telecom, Interpersonal Skills, Communication Skills, User Experience, PowerShell, Python, Scripting, Japanese, English
Sign in
To continue your applicationor continue with email
By continuing you agree to our Terms & Privacy Policy.
Similar jobs
More from Fidel Consulting KK