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Level 2 Technical Support Engineer/Team Lead

Job Title: Level 2 Technical Support Engineer/Team Lead
Contract Type: 正社員
Location: Tokyo
Industry:
Salary: 8 - 11 Million Yen Annually
Start Date: ASAP
REF: 650270
Contact Name: Undariya Batsaikhan
Contact Email: undariya@visionconsulting.jp
Job Published: 1年以上 前

Job Description

Located in central Tokyo, our client is a global company providing software security products against cyber threats and data loss.

Already well-established worldwide for more than 30 years, our client is looking for a Technical Support Engineer and a Team Lead to join their team in Tokyo.

As training is provided, joining their team gives you the opportunity to strengthen your knowledge in IT Security, and to develop a great career path within an international company.

As a Technical Support Engineer/Team Lead, you would join the Engineering Department to provide technical support to our client’s enterprise customers.

 

Responsibilities:

  • Providing technical support to customers via telephone and email in line with departmental measures
  • Ensuring that high levels of customer service and any SLAs are met
  • Handling up to 2nd level support issues
  • Recording all activities in the department’s call logging system
  • Researching incidents by replicating customer issues within a test environment
  • Escalating any necessary issues for further troubleshooting until the problem is resolved
  • Producing technical articles based on support incidents
  • Participating in regular team meetings and team training

Special Conditions:

  • After hour support (on a shift, about once a week) based on a rotation system

(*Recently, there are less than 15 calls per month.)

Reports to: Senior Technical Support Manager

Interacts with: Technical Support, Global Escalation Support, Sales, Sales Engineering

Career Growth Perspectives:

Team Lead, Technical Manager or Presales depending on your interest

Required Skills

  • Native Japanese
  • Strong technical background of Linux/UNIX environment
  • Experience in supporting customers over the phone and via email (min 2 years)
  • Experience in Linux/UNIX environments (min 2 years)
  • Experience in working in a Microsoft Windows
  • Experience working in a team environment (min 2 years)
  • Experience in construction of Windows 2003/2008/2012 Server environments.
  • Test/trouble shoot on VMWare or equivalent virtual machine environment.
  • Understanding of software development, release process and lifecycle
  • Understanding of Active Directory and network protocols TCP/IP, SMB, HTTP, FTP, SMTP, DHCP
  • Excellent customer service skills

For Team Lead:

  • Experience of supervising/mentoring team members
  • Business English

Preferred:

  • Experience in Macintosh environments desirable
  • Experience in security (any level/type of security) is highly desirable
  • Conversational/Intermediate English (TOEIC 650 and higher or equivalent)