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This role provides Level 2 IT support to boutiques, corporate office users across Japan. You will play a key role in maintaining high-quality IT services while contributing to regional and global technology initiatives. The position involves close collaboration with international teams and external partners to continuously improve support services and ensure smooth retail operations.
Job Responsibility:
Organize and deliver Level 2 IT support for boutiques, office, and warehouse users
Troubleshoot and resolve issues related to PCs, printers, peripherals, networks, IT security, communication systems, desktop software, corporate applications, and mobile devices
Ensure agreed service levels and business deadlines are consistently met
Monitor support performance, provide reporting, and recommend service improvements
Support retail projects including store openings, renovations, relocations, and closures
Coordinate with vendors and internal stakeholders for IT setup and deployment
Manage procurement, installation, upgrades, and replacement of hardware, software, and mobile devices in line with corporate standards and budgets
Oversee full lifecycle management of IT assets (hardware and software)
Collaborate with local and global teams on cross-regional initiatives
Provide on-site support when required
Requirements:
Strong knowledge of PC hardware and peripherals and advanced knowledge of Windows and macOS environments
Proficiency in Microsoft 365, Outlook, antivirus, and common enterprise applications
Experience supporting mobile devices and related services
Knowledge of Active Directory administration
Understanding of LAN/WAN and WiFi troubleshooting
Experience with MDM solutions (e.g., JAMF, DEP)
Customer-focused, proactive mindset
Fluent Japanese and business-level English (spoken and written)
Minimum 4 years’ experience in IT support
Nice to have:
ITIL Foundation certification preferred
Project management certification is a plus
Experience in an international organization preferred
Experience in a retail environment is highly desirable