Deskside Support

Position Summary

Role: Bilingual Deskside Support Analyst

Worksite: Shiga ken

Duties include (but not limited too)

• Accurately testing, identifying, repairing, resolving, and documenting end user technical issues regarding laptop/Desktops, Android, iPhone and MAC devices.
• Good hand-on in hardware troubleshooting on Dell, HP, Lenovo brand PC and Laptops.
• Printer hardware and managed print service (MPS) support.
• Break-fix, troubleshoot and resolve software issues; Reimaging computers/hard drives
• IMACD function including installation and decommission
• Backing up and restoring user data, settings and associated systems administration activities
• Assist ServiceDesk/Remote Desktop Support teams for hands and feet coordination efforts
• Assist on Incident and Problem management activities
• Taking ownership of issues through to resolution on all appropriate requests
• Categorize and prioritize end user support requests (Incidents) and service requests by utilizing ticketing system to track tickets and provide up-to-date status and information
• Performing asset verification activities as needed and keep asset inventory database up to date.
• Maintain spare parts/ inventory list on a monthly basis and coordinate for any disposal requisites.
• Be available for on-call support during afterhours support as and when necessary
• Adhere to ticket response and resolution SLA’s as agreed upon with the customer
• Assist on special projects like OS migrations, PC refresh and large-scale PC deployments
• Configuring WIFI and Outlook emails on Android, Apple and Blackberry devices
• Provide smart hands and eyes (SH&E) support to Network and server teams and possess basic knowledge of network appliance/device such as routers, switches, Data Centre infrastructure, Servers etc. by providing console access to remote team, type of console cables, UTP and Fiber cables types, should be aware of Hub room and Data Centre infrastructure devices.
• Vendor Coordination.
• VIP and Executive Support.
• Raising Purchase request in system and follow-up on technical POs
• Goods receipt (GR) and updating records.
• Good communication in English as well Local language (if applicable) with Read/Write and Spoken skills.

Desired Experience and skills:

• Minimum 0.5 to 2 Years hands on experience as deskside/local IT engineer working as a desktop Support technician handling more than 500 Corporate Users.
• Strong Microsoft Office 2016 & office 365 skills (Outlook, Word, Excel, PowerPoint, SharePoint, OneDrive etc.)
• Strong Microsoft Operating System installation and troubleshooting skills Windows 7, Windows 10.
• Strong Break / Fix skills Desktops, Workstations, Notebooks and Printers and Handhelds
• Strong Skills in Antivirus, encryption, Application and software support/
• Broad experience of IT with basic understanding of Networks, Servers and Telecoms
• Good knowledge of MAC OS, IPAD, iPhone etc
• Hands on troubleshooting of VPN issues
• Good Knowledge of Audio/Video equipment and conference, Meeting room setup
• Imaging/Re-imaging of workstations and laptops
• Must have thorough understanding of Windows domain structure, Active Directory, Ghost, Terminal Services, remote control support, NTFS and file level permissions.
• Strong Customer service skills
• Ability to provide consistent, excellent customer support to entire staff, representing a variety of personalities and management levels
• Strong written and verbal communication skills in English as well Japanese languages.
• Must be detail oriented and self-motivating
• Ability to effectively multitask and to perform with a sense of urgency for rapid issue resolution
• Background security check required
• Well versed/hands on experience with Lenovo, Dell and HP business line machines