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L1/L2 Technical Support - L1 / L2テクニカルサポート

Job Title: L1/L2 Technical Support - L1 / L2テクニカルサポート
Contract Type: 正社員
Location: Tokyo
Salary: 4 - 5.5 Million Yen Annually
Start Date: ASAP
REF: 799504
Contact Name: Jesse Acosta
Contact Email:
Job Published: 7ヶ月 前

Job Description

  • Answer incoming calls or emails reporting & supporting issues, determine caller’s needs, and route the call to the appropriate local partners or escalate to L2/L3 technical expert.
  • Responsible for escalating cases appropriately to L3 support
  • Answer requests for action made by customer center.
  • Coordinate both emergency and non-emergency response to service calls
  • Contact customers to confirm scheduled appointments and verify feedback when outages are reported fixed.
  • Coordinate spares parts dispatch with local partner / customer / company logistic center
  • Ensure up to date reporting about status of all calls through relevant tools
  • Manage local buffer stock refill process with company logistic team
  • Follow up on all pending and recommended work with customer using company work dashboard (Online Tool)
  • Assist field personnel with completing scheduled appointments within designated time frames
  • On rare occasions be on-call to support remotely. (Flex time available to offset late work sessions)

Required Skills

  • 2 years related support work experience communicating with customers
  • Knowledge of some Servers, Storage and Networks environment (Sun Solaris, HP, IBM, EMC, Cisco, Unix)
  • Systems administration (Unix, Linux and/or Windows Servers)
  • Networking (TCP/IP, DNS)
  • Able to extract logs from system (Sun explorers, EMC SP collect, HP ADU etc…)
  • Strong multi-tasking skills