Bilingual Deskside Support Engineer

Job Summary:

We are looking for an experienced Bilingual Deskside Support Engineer with a specialization in Mobile Device Management (MDM) solutions such as Intune and AirWatch. The ideal candidate will be fluent in both Japanese and English, and possess strong technical skills to provide excellent support for desktop and mobile environments. This role requires exceptional customer service abilities, attention to detail, and the capability to handle technical issues efficiently.

Responsibilities:

• Provide comprehensive deskside support for hardware, software, and network issues on desktops, laptops, and mobile devices.
• Specialize in Mobile Device Management, with extensive experience in Intune, AirWatch, and other MDM solutions.
• Troubleshoot and resolve issues related to mobile devices, including configuration, security, and application deployment.
• Install, configure, and maintain operating systems (Windows, Mac, iOS, Android) and enterprise software applications.
• Manage and support mobile devices across the organization, ensuring they meet security and compliance requirements.
• Coordinate with IT teams to ensure seamless service delivery and escalate issues when necessary.
• Maintain detailed documentation of support requests, resolutions, and MDM configurations.
• Conduct regular maintenance and performance tuning of workstations and mobile devices to ensure optimal performance.
• Educate and guide users on best practices for using IT systems and mobile devices securely and efficiently.
• Assist with the setup and support of meetings, including video conferencing and audio/visual equipment.
• Ensure adherence to company IT policies and procedures, maintaining a high level of security and confidentiality.
• Provide on-call support for urgent issues outside regular business hours as required.

Minimum Qualifications and Skills:

• Bachelor’s degree in Computer Science, Information Technology, or a related field, or equivalent experience.
• Professional certifications such as CompTIA A+, Microsoft Certified Professional (MCP), or related MDM certifications are preferred.
• Minimum of 3-5 years of experience in IT support, with significant experience in Mobile Device Management (Intune, AirWatch, etc.).
• Strong knowledge of Windows and Mac operating systems, Microsoft Office Suite, and enterprise applications.
• Proficiency in managing and troubleshooting iOS and Android devices.
• Excellent problem-solving skills and the ability to diagnose and resolve complex technical issues.
• Outstanding customer service skills with a professional demeanor and the ability to communicate effectively with users at all levels.
• Fluency in both Japanese and English, with excellent verbal and written communication skills in both languages.
• Ability to work independently and manage multiple tasks with high attention to detail.
• Discretion and the ability to handle confidential information with integrity.
• Flexibility to provide support during non-business hours and travel to different locations as needed.