Bilingual Infra /Desktop Support Team Lead チームリーダー

Our tech service client is hiring an experienced Bilingual Infra/ Desktop Support Team Leader // Great mid-career /associate, high-class job opportunity// Full-time permanent job

[Client] A Global Indian ICT Service Company based in Tokyo　

[Nature of Job] Service/ solution delivery/ developer role 

[Company Size] Mid Size (~500 employees), more than 20 years in business in Japan　

[Employent Type] Permanent/ Full Time　

[Salary Range] 7.5 - 9 million JPY yearly (annual salary package, bonus/ incentive inclusive) 

[Work Location] Full onsite work is planned for this job (the situation may change in the future). Walk-in distance from the nearest station. Central Tokyo area, Marunouchi location.

[Work Hours] 8 hours per day (9AM - 6PM with 1 hour break, it may shift slightly)　

[Team Structure] Local /international client and business team

[Eligibility] Relevant work experience, bilingual (high business/ native level of Japanese, and business level English). Applicants need to be able to work full time as an engineer in Japan at the time of application

[Key Features] Mid-career, full-time, engineer job, high salary, growth industry

[Special Benefits] Social insurance, paid holidays, special leave, life support service. 65 years old retirement age, continuous contract employment option. Annual appraisal, health check

[How to Apply] From the site, or contact us ([email protected]) with the reference number LRW97Y96

[Job Description] *information is subject to change, non-exhaustive


General Job Description and Experience Needed:

The Lead IT Supporter is responsible for coaching and assisting the on-site personnel with technical and procedural support questions, providing customer service to clients and customers, maintaining quality standards and SLAs, performing reporting and administrative functions and assisting the Manager as needed.

·A minimum degree in IT/Computer Science finalised and 10+ years of IT support related experience.

·Good technical knowledge in Microsoft, Window 10, 0365 environment, hardware; infrastructure and IOS devices.

· Experience working in an International environment is an asset.

· Previous experience working in a 24/7 organisation & willingness to travel on a regular basis as/ if needed.

· Working in an Agile set-up with Kanban

The Lead may be asked to participate and/or lead meetings and projects. When Management is not available, the Lead will provide leadership and direction to the on-site team members.
The Lead IT Supporter will lead efforts to resolve complex client technical issues and disseminate root causes and resolutions to the rest of the team. The Lead will keep Manager apprised at all times.

Responsible for delivering the Onsite IT support & services to all users of the individual site and executing on all assigned IT activities.

As part of the Local Onsite IT support team, ensure the day-to day IT operations availability at the site and when needed serve other sites within the Country.
Follow all Global IT Operations (GITO) guidelines, ensure compliance and seek improvements whenever feasible.

Position's key accountabilities:

· Assist the Manager in ensuring on-site technician workload from all groups is flowing and that all SLAS are being achieved for all areas including:

o Desktop Support tickets are responded to and resolved in a timely manner

o Procurement & Asset Management deliverables are being meto Mobility Support deliverables are being met

o Identity Management ensure new hires and terminations are processed in timely manner· Assist Manager with administrative tasks such as scheduling / ensuring adequate team coverage, timesheets, PTO, etc.

· Perform the Value Footprint evaluation together with the NN IT Manager and implement corrective actions

· Monitor high sensitivity (e.g. VIP) incidents to ensure swift resolution

· Act as point of contact for escalations as needed· Mentor and train team members

· Assist in preparation of support documentation for new applications or processes prior to implementation. This includes the upkeep of existing documents (KO's, etc).

· Lead and/or participate in meetings and projects as needed

· Assist in reporting analysis for trends and solutions, training opportunities, system problems, and the overall management of open tickets

· Assist Manager in making recommendations for efficiency and cost savings