Job Title: End User Service Specialist
Job Location: Meguro Tokyo, Japan
Job Responsibilities:
Key Responsibilities
The role of Specialist, End User Service provides technical responsibility for Web Conferencing Support, Executive Support and Project Management.
The role will also be responsible for End user support, whether on the phone, in person, or remotely, related to computer systems, hardware, and software. This includes responding to users queries and providing technical assistance.
Major Duties and Responsibilities:
25% Web Conferencing Support
25% EUS Japan Project Management
10% Executive Support
40% EUS Operational Duties
Responsibilities:
- Web Conferencing Support
The role will include managing & coordinating Web Conferencing Support requests, ensuring that all technical requirements (audio, video, network) are met, managing & executing dry runs and executing the event with customers. Furthermore, you will act as single point of contact to the end user. Movements and maintenance of equipment, ad – hoc support for technical and device specific requests or incidents, training, documentation and reporting will be part of that service.
You will be responsible for collaboration with Merck Global team (BlueJeans, MS Teams, other external vendors) for events.
- EUS Japan Project Management
This role will be responsible for EUS project management and Participate in Global IT team’s initiatives or projects as required.
Current projects are below:
- Active Directory Integration
- Japan IT Internal Audit
- Windows Servicing version upgrade
- Executive Support
The role will be the first point of contact for local Executives in Japan. The role requires a high level of technical proficiency and requires an individual with executive presence and strong communication skills. Must quickly and effectively diagnose, and resolve issues related to Windows, PC’s, mobile devices, printers, and video conferencing etc.
- EUS Operation Duties
This role is responsible for EUS Operational Duties below:
- End User Support
- Act as 1st and 2nd level onsite and remote support for incident management at the Meguro Office.
- Provide day-to-day support for physical and virtual Windows/Intel based Desktops, Laptops, Application S/W, Mobile and Printer.
- Provide day-to-day IT support to local and remote offices/end users using.
- IT support line (Ticketing system, Face-to-face support booth, Service Desk)
- In person (via call, email and instant messaging)
- Device Setup
- Work on the installation, configuration, and ongoing usability of end user equipment, including Laptop/Desktop, mobile phone, printers, other peripheral equipment and software.
- Work on Images builds, and co-ordinate with different teams to set up of user accounts.
- End user device lifecycle replacement (PC, Mobile, Printer).
- Asset Management
- Support IT equipment deployment to staff on-boarding and off-boarding, with accurate tracking to IT asset management.
- Support all services relating to Lifecycle management, IT Asset Management, License Management and User Access management for end user software and hardware.
- Ensure compliance with all IT polices and standards.
- Participate in Vulnerability Management process and take ownership of any High or Critical Vulnerability closures that require local on-site intervention.
Key Skills
- In depth knowledge of PC desktop (Required)
- Excellent communication and teamwork skills on-site & remotely (Required)
- Knowledge of project management (Required)
- Excellent analytical, problem solving skills (Required)
- Basic knowledge of server/network/hardware (Required)
- Vendor management skill (Desired)
Requirements
- 5+ years Good hands-on technical experience working as Desktop Support Engineer, Supporting Enterprise Users Windows operating systems and software. (Required).
- 5+ years hands on experience in supporting Web Conferencing via remote and onsite (Blue Jeans, MS Teams, Polycom) (Required).
- 5+ years of experience working in international and diversified organization (Required).
- 5+ years of experience in IT Project management (Desired).
- 5+ years of experience with global IT project Japan rollout (Desired).
- Experience in configuring and supporting unified communications, VoIP, and/or video conferencing systems (Required).
- Travel (Up to 10%) – Mostly within Japan. May require occasional trips to other site offices within Japan.
Certification
- Bachelor’s degree (4-year college degree) (Required)
- Microsoft Certification Program (MCP) (Desired)
- CCNA (Required) or CCNP (Desired)
- PMP certified (Desired)
- ITIL (Desired)
Language
- Business-level Japanese speaker (Required)
- Business-level English speaker (Required)
