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Deskside Support Engineer

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NTT DATA

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Location:
Japan , Shibuya

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Category:
IT - Administration

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Contract Type:
Not provided

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Salary:

Not provided
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Job Description:

We are currently seeking a Deskside Support Engineer to join our team in Shibuya, Tokyo (JP-13), Japan (JP).

Job Responsibility:

  • Provide support on IT request and break-fix to NTT’s customer employees in person and through phone calls, chats and emails
  • Provision new users with hardware, software, and account setup
  • Provide onsite and remote support for multiple locations
  • Troubleshoot and resolve a variety of technical problems including networking
  • Provide technical support for mobile device issues using ABM and Samsung KNOX, including setup, configuration, connectivity, and application troubleshooting
  • Respond quickly to cyber, malware alerts and location outages
  • Utilize remote support tools to diagnose and resolve desktop issues efficiently, regardless of user location
  • Proficiency with Windows and Mac operating systems, common desktop applications, and basic networking knowledge
  • User Coaching: Conduct one-on-one or group training sessions to help users improve their technical skills and better understand the tools and applications they use
  • Self-Service Adoption: Promote and increase the adoption of user self-service tools and resources, reducing the dependency on direct IT support
  • Office 365 Consulting: Serve as a consultant for Office 365 products, assisting users in maximizing the benefits of tools such as Outlook, Teams, OneDrive, SharePoint, and other Office 365 applications
  • Set up, configure, and troubleshoot AV equipment for meetings, presentations, and events
  • Provide on-site and offsite technical support during events to ensure smooth operation of all AV equipment and systems
  • Perform regular maintenance and testing of AV equipment to ensure reliability and optimal performance
  • Work closely with event organizers to understand technical requirements and ensure all AV needs are met
  • Assist in the planning, implementation, and troubleshooting of AV system upgrades to ensure seamless transitions and enhanced functionality
  • Provide dedicated and personalized desktop support to VIP users, ensuring prompt resolution of technical issues and exceptional service quality
  • Perform & support continuous improvement including innovation & solutioning to increase efficiency and quality of deliverables
  • Provide excellent customer service, maintaining a positive and professional demeanour while addressing user concerns and requests
  • Excellent verbal and written communication skills, with the ability to explain technical concepts to non-technical users
  • Strong customer service orientation, with a commitment to resolving user issues promptly and professionally
  • Provide hands-on support for networking devices and facilitating network upgrades
  • Manage IT Rooms e.g. alerts etc
  • Support IT maintenance including power shutdown & DR
  • Collaborate with internal and external parties to manage and resolve escalations efficiently, ensuring prompt and effective desktop support solutions
  • Ability to work collaboratively in a team environment and manage multiple tasks simultaneously
  • Leverage Office 365 tools internally to boost engagement and efficiency within the support team
  • Provide efficient desktop support across multiple locations, ensuring seamless remote assistance and issue resolution
  • Consistently meet and exceed key performance indicators (KPIs) to ensure high-quality desktop support and service delivery
  • Oversee desktop support projects, ensuring timely completion and alignment with organizational goals and objectives
  • Efficiently manage and resolve support tickets, analyse trends to identify recurring issues, and implement solutions to enhance overall service quality
  • Ensure all tickets are resolved within the SLA
  • Adhere to the ticketing process
  • Ensure that issues are call out on time using the correct channel
  • Escalate and work with third level support/ third party vendor on resolution of problem when necessary to ensure end to end resolution within the agreed response time
  • Adhere to the escalation process
  • Manage the inventory, deployment, and maintenance of desktop assets, ensuring accurate record-keeping and regular stock checks
  • Ensure accurate record-keeping and oversee the entire asset lifecycle, from procurement to disposal, to ensure cost-effective and efficient management
  • Ensure accuracy of quotes and purchase orders (PO) for desktop support, managing financial transactions with precision
  • Collaborate with vendors, escalate issues, and ensure timely resolution
  • Ensure adherence to and enforcement of IT processes and policies for consistent and reliable service delivery
  • Develop and deliver comprehensive training programs to enhance user proficiency with desktop systems and software
  • Create and maintain detailed documentation for technical procedures, user guides, and knowledge base articles
  • Continuously update training materials and documentation to reflect the latest technology and best practices
  • Regularly monitor desktop support activities, ensuring adherence to performance standards and SLAs
  • Generate detailed reports on support metrics, incident trends, and resolution times to provide insights and identify areas for improvement
  • Utilize monitoring tools to proactively detect and address potential issues before they impact end-users

Requirements:

  • Business Level Japanese and English
  • Basic knowledge and interest in Audio Visual equipments and event production will be a plus

Additional Information:

Job Posted:
May 11, 2026

Employment Type:
Fulltime
Work Type:
On-site work
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