Japanese Speaking IT Service Engineer (ID: 664879)

Our client, a well-known Japanese company, is currently looking for an IT Service Engineer (Japanese Speaking).

JOB RESPONSIBILITIES:

1. You are a L2 service desk engineer and contact point from HQ who leads and drives the daily operation, attending to inquiries, applications, and notification requests from the customer and any escalations from L1.
2. Quality control overall, ensuring SLAs are met for 99.9%, ensuring issues are prioritized, responses are made, or cases are escalated within SLA.
3. You have a comprehensive understanding of corporate IT and network infrastructure and its configuration management to precisely understand technical requirements from the customer, and work with the internal team as needed until the closure of the ticket.
4. Communicate with key holders in Japan and Overseas ITs on operational support daily.
5. For mishandled SLA failed cases, drive the root cause analysis process, and place effective preventive measures to prevent future incidents.
6. Provide the system owners with relevant reporting and trend analysis statistics to proactively support and improve service levels.
7. Identify operational gaps and drive to ensure closure, both internally and externally.
8. Maintain long-term healthy relationships across global corporate ITs, acting as the bridge between clients and internal teams.
9. Participate in IT infra and network upgrading projects when required.
10. Any other ad-hoc duties as required or assigned.

Requirements:

1. Japanese language proficiency to liaise with Japanese clients and Japan HQ.
2. Bachelor’s degree or Diploma in Information Technology/Computer Science, Business IT, or other relevant disciplines are preferred.
3. At least 3 years of IT/Network operation experience.

Thank you for your application, but we regret only shortlisted applicants will be notified.

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