Senior Deskside Support in Tokyo

We are seeking an experienced and customer-focused Senior Deskside Engineer to join our IT support team in Tokyo. The ideal candidate will have a strong technical background, proven experience supporting Japanese end users, and the ability to communicate effectively in both English and Japanese. This role involves hands-on support of hardware, software, and IT services in a dynamic business environment.

Key Responsibilities:

• Provide deskside and remote support to local and regional users, ensuring timely resolution of IT issues.

• Troubleshoot hardware (laptops, desktops, mobile devices), software, network, and peripheral problems.

• Install, configure, and maintain Windows and Mac OS systems, productivity software, and business applications.

• Act as the primary technical contact for VIP users and critical incidents in the Tokyo office.

• Collaborate with global IT teams for escalations, system rollouts, and infrastructure improvements.

• Maintain and update IT documentation, asset inventory, and support procedures.

• Ensure compliance with company IT policies, security guidelines, and operational standards.

• Mentor junior engineers and contribute to knowledge-sharing within the team.

Requirements:

• 4+ years of experience in a deskside or IT support role, preferably in an enterprise or multinational environment.

• Hands-on experience with Windows 10/11, Office 365, Active Directory, and ITSM tools (e.g., ServiceNow).

• Strong troubleshooting skills across hardware, software, and network layers.

• Experience supporting Japanese users and an understanding of Japanese business culture.

• English communication skills (business level, verbal and written).

• Japanese language proficiency at JLPT N3 level or higher (daily conversation and basic technical communication).

• Customer-oriented mindset with a proactive, problem-solving attitude.

• Ability to work independently and manage time effectively.

Preferred Qualifications:

• IT certifications such as CompTIA A+, Microsoft M365/MD-102, or ITIL Foundation.

• Experience in financial services, legal, or other regulated industries.

• Mac support experience is a plus.