IT Helpdesk Engineer

Responsibilities

• Respond to calls / emails / chats received from customer and address the customer needs or route the request accordingly
• Provide technical support on operational or maintenance of a personal computers / Applications / other products / peripherals using documented procedures and available tools
• Routinely identify common incidents and opportunities for avoidance as well as general opportunities for incident reduction
• Investigate first line incidents assigned and identify the root cause of incidents and problems
• Use appropriate troubleshooting techniques by using the relevant FAQs and tools to identify and isolate the defects and follow guidelines on dispatching onsite engineer, if need arises
• Responsible to meet customer SLAs agreed in place
• Responsible for setting customer expectation and escalate issues in case of need / process related to the higher level to resolve the issue to the customer's complete satisfaction
• Appropriately log all calls accurately in helpdesk database / CRM / ticketing system for proper customer management
• Monitors client infrastructure and solutions

Requirements :

Language requirement :

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