The MS Engineer (L1) Japanese-speaking is an entry level engineering role, responsible for providing a managed service to clients to ensure that their IT infrastructure and systems remain operational through proactively identifying, investigating, and resolving technical incidents and problems and restoring service to clients by managing incidents to resolution. 

The primary objective of this role is to ensure zero missed service level agreement conditions. It focuses on first-line support for standard and low complexity incidents and service requests. This role focuses across two or more technology domains such as (but not limited to) Cloud, Security, Networking, Applications and / or Collaboration.

The MS Engineer (L1) Japanese-speaking may also contribute to / support on project work as and when required.

Key Responsibilities:

• Monitors client infrastructure and solutions.

• Identifies problems and errors prior to or when they occur.

• Routinely identifies common incidents and opportunities for avoidance as well as general opportunities for incident reduction.

• Investigates first line incidents assigned and identifies the root cause of incidents and problems.

• Provides telephonic or chat support to clients when required.

• Schedules maintenance activity windows for patching and configuration changes.

• Follows the required handover procedures for shift changes to ensure service continuity.

• Reports and escalates incidents where necessary.

• Ensures the efficient and comprehensive resolutions of incidents and requests.

• Updates existing knowledge articles or create new ones.

• Identifies opportunities for work optimization including opportunities for automation of work, request fulfilment, incident resolution, and other general process improvement opportunities.

• May also contribute to / support on project work as and when required.

• May work on implementing and delivering disaster recovery functions and tests.

• Performs any other related task as required.

Knowledge and Attributes:

• Ability to communicate and work across different cultures and social groups.

• Ability to plan activities and projects well in advance and takes into account possible changing circumstances.

• Ability to maintain a positive outlook at work.

• Ability to work well in a pressurized environment.

• Ability to work hard and put in longer hours when it is necessary.

• Ability to apply active listening techniques such as paraphrasing the message to confirm understanding, probing for further relevant information, and refraining from interrupting.

• Ability to adapt to changing circumstances.

• Ability to place clients at the forefront of all interactions, understanding their requirements, and creating a positive client experience throughout the total client journey.

Academic Qualifications and Certifications:

• Diploma/ degree holders preferably in IT/ Computer Science - open to consider fresh graduates

• Minimum 1-2 years of related IT helpdesk/ customer service working experience is highly preferred but not a must

• Basic IT Skill; using PC on daily basis

• Language requirement:

For non-native (local / Japanese-speaking candidates): Advanced to fluent level in Japanese language (reading, writing & speaking, minimum JLPT N3 is required)

For Japanese native candidates: Intermediate to business level English

Advantageous Certifications: (not mandatory, but good to have)

• Up-to-date and relevant ITIL certification

• COMPTIA

• Any certificate related to M365

• Service Desk Analyst

• BJPT (Business Japanese Proficiency Test)

Required experience:

• Entry-level experience with troubleshooting and providing the support required in security / network/ DATA center/ systems/ storage administration and monitoring Services within a medium to large ICT organization.

• Basic knowledge of management agents, redundancy concepts, and products within the supported technical domain (i.e. Security, Network, DATA Centre, Telephony, etc.).

• Basic knowledge of ITIL processes.

Advantageous Experience:

• Experience in customer service especially in Japanese.