Applicants must meet one of the following language requirements:
- Business-level English and Japanese (JLPT N2 or above)
- Business-level English and German (CEFR B2 or above)
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- The position is responsible for providing quality engineering services for technical & non-technical.
- The role combines a strong & clear commitment to customer satisfaction with a desire to progress ones technical skills.
- The role includes 1st, 2nd and - where possible - 3rd line support for our clients’ IT environment including, but not limited to, desktop PCs, laptops, printers, servers, switches, routers, firewalls, WiFi access points and other associated devices as well as acting upon monitoring system alerts and thorough ticket logging.
- Support is provided via telephone, email, ticket system and in person.
- This position will work at customer offices near Düsseldorf for 3–4 weeks each month. For the rest of the month, you will work at our office.
- Working from home is generally not available.
Responsibilities
- IT Support Engineer in permanent employment at a Japanese IT service provider
- 1st / 2nd line IT support for several Japanese business customers
- Regular onsite support at a customer based in Düsseldorf
- Typical customer size: 1-90 users
- Typical day-to-day support tasks include:
- All-round user support via telephone, email, ticket system, remote access and in person
- Troubleshooting
- Regular system checks and preventive maintenance work
- Server and network maintenance and administration
- Raise support cases with manufacturers or other third parties
- Create, update and maintain documentation
- Lead and/or participate in projects such as:
- PC roll-out
- System integration or migration
- Network deployment or migration
- Application and service deployment
- Remote hands
- Various administrative tasks such as:
- Perform regular IT asset inventory updates
- Register warranties and manufacturer support services
- Create and maintain technical documentation
- Take responsibility as final escalation engineer (technical account manager) for selected customers
- Maintain customer relations
- Place of work: Work at customer offices in Düsseldorf for 3–4 weeks each month. For the rest of the month, you will work at our office. Working from home is generally not available.
Working Conditions and/ or Physical Requirements
Monday to Friday, 9.00 to 17:30 with 1 hour lunch break, 37.5 hours per week
- Includes occasional weekend and overtime work
- It may occasionally be required to work on a flexible basis to meet job requirements
- Have the ability to cope with full working dayAbility to work at customer offices near Düsseldorf 3–4 weeks per month
- Be punctual
- Proven work experience of at least 3 years as an IT support/helpdesk engineer or systems administrator
- Experience in troubleshooting as a 1st / 2nd line support engineer in one or more of the following areas:
- Microsoft 365 (Exchange Online, Teams, SharePoint Online, OneDrive)
- Windows Server services (AD, DHCP, DNS, GPO, WSUS, printer queues, shared folders, etc.)
- LAN / WAN / WLAN networking (switching, routing, firewall, VPN, etc.)
- Keen to work at a Japanese company and with Japanese customers
- Great communication and interpersonal skills
- Highly reliable and well organized
- Flexible regarding new tasks
- Business level of English and Japanese or German skills
- Professional training in IT or studied to degree is preferred
- Prior work experience at an IT service provider, working with multiple customers, is preferred
- Microsoft certifications
- Cisco certifications (CCNA)
- Experience in Linux / Unix setup and troubleshooting
Qualifications
- Bachelor's degree in Computer Science or related field
- Experience in configuring, monitoring and troubleshooting systems
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