Shared Services Engineer

The Shared Services Engineer is primarily responsible for ensuring that users are able to perform everyday work functions and to maintain the software and hardware of the users’ desktop machines (laptops, desktops).
 
The Shared Services Engineer is also responsible for the servers at client locations and must coordinate their work schedule in order to visit all of the clients that have been assigned to them. This involves coordination with multiple teams, vendors and clients in order to resolve all outstanding, current or new issues.
 
As well as this Shared Services Engineer will be involved in various types of projects, will liaise with IT headquarters, deliver consultation of customers’ IT environment, and support datacenter management team.
 
Responsibilities
Technology:

• Account Creation: The creation, modification or deletion of user accounts on Windows, Linux/Unix, Mail Programs and User directories on the file servers or web servers if necessary
• Hardware Troubleshooting (PC): The ability to troubleshoot and replace hardware components (HD, RAM, Video, Monitor, NIC, CPU etc.) on various PC's and possibly UNIX hardware
• Hardware Troubleshooting (Server): The ability to troubleshoot and replace hardware components (HD, RAM, Video, Monitor, NIC, CPU etc.) on various Server platforms for Windows and possibly UNIX hardware
• Hardware Troubleshooting (Network) The ability to troubleshoot and replace hardware components (Routers, Switches, Cabling etc.) on various devices such as CISCO and WatchGuard
• Move, Add, Change work: The movement of various hardware items (PBX, Phones, Monitors, PC's, Printers, Servers) from one physical location to another. This can also involve the creation of checklists and some training of engineering staff, project management skills may also be utilized on the larger projects
• Server Monitoring: Using remote tools (Online or designed systems) to monitor the status of production servers (Web, Mail, File, DNS) in order to determine if an onsite visit would be required to resolve issues required. This also involves working with OS upgrades (Windows, Linux, Unix) and various applications upgrades and patches to keep the servers running at their best performance levels
• Perform Backup of Data: Performing the backup of data by software, following the current procedure, changing tapes and managing inventory levels in order to purchase new tapes for damaged or old items
• Inventory Management: Includes, ordering of parts, replacements and entering/updating information in the database or inventory management system utilizing current processes and procedures
• Software Troubleshooting (Office): Troubleshooting problems that are encountered with Microsoft Office such as stalled applications, crashes and system freezes and research on the newest versions being released
• Software Troubleshooting (OS): Troubleshooting problems that are encountered on various OS's (Windows, Linux, UNIX) such as stalled applications, crashes and system freezes and research on the newest versions being released
• Software Troubleshooting (In-House): Troubleshooting problems that are encountered on various In-house applications such as stalled applications, crashes and system freezes and research on the newest versions being released
• Produce accurate and informative documentation in a professional and timely manner
• Take part in the design and construction of networks
• Setup servers, PCs and other IT equipment

• At least 5 years of experience as a helpdesk, desktop, or user Shared Services Engineer

• Must be MCP certified or equivalent

• CCNA certified or equivalent technical skills are preferred have, but not must

• Strong environment analysis skills

• Strong documentation creation and management skills

• Experience in any vendor management is preferred

• Experience of PC, server installation

• Experience of system administration / IT support

• Strong communication skill

  Business-level English and  Japanese language skills are required