MS Engineer (L2) (japanese And English - Bilingual)

Join NTT DATA

Make an impact with NTT DATA Join a company that is pushing the boundaries of what is possible. We are renowned for our technical excellence and leading innovations, and for making a difference to our clients and society. Our workplace embraces diversity and inclusion – it's a place where you can grow, belong and thrive.

Your day at NTT DATA As MS Engineer (L2) (Japanese and English - Bilingual) at NTT DATA, you will play an essential role in maintaining our clients' IT infrastructure and systems. Your expertise will help keep everything running smoothly by proactively monitoring, identifying, investigating, and resolving technical incidents and problems. You'll be the go-to person to restore services and ensure our clients' satisfaction.

Your typical day involves managing work queues, addressing incidents and requests within agreed SLAs, and updating tickets with the actions taken. By identifying, analyzing, and logging issues before they escalate, you'll be instrumental in maintaining service quality. You'll also collaborate closely with other teams and clients to provide second-level support, ensuring seamless communication and efficient problem resolution. You will execute changes meticulously, understanding and mitigating risks, and contribute to the change management process with detailed documentation. Your role includes auditing incident and request tickets for quality, recommending improvements, and identifying tasks for automation to enhance efficiency. Additionally, you'll handle client escalations with professionalism and assist in disaster recovery functions and tests when necessary.

Working within our diverse and inclusive environment, you'll help drive the optimization of efforts by working with automation teams and supporting L1 Engineers. Your responsibility also extends to contributing to various projects, ensuring that all changes are approved, and maintaining a positive outlook even in high-pressure situations.

Key Roles and Responsibilities

• Provide second-level support for hardware, software, and network-related issues to end users.
• Assist in the installation, configuration, and maintenance of end-user computing devices and software.
• Provide remote support to end users on various IT systems and applications.
• Troubleshoot and resolve technical problems with desktops, laptops, printers, and other peripherals.
• Coordinate troubleshooting procedures with customers, system/network vendors.
• Receive and execute Service/Change Requests as per company and/or customer defined rules and procedures.
• Document and track all support requests and incidents in the company's ticketing system.
• Collaborate with other IT teams and clients to escalate and resolve complex issues.
• Maintain up-to-date knowledge of company products, services, and IT infrastructure.
• Recommend procedure modifications or improvements to streamline support processes.
• Perform other job-related duties as assigned to support the IT department.

Requirements

• Diploma/degree holder, preferably in Computer Science or IT
• Excellent communication and interpersonal skills in both English & Japanese
• Minimum 2 years of experience in helpdesk or service desk environment.
• Minimum 2 years of experience in IT system or technical support or understanding/maintaining procedure and process flow in a helpdesk environment.
• Strong analytical and problem-solving abilities on desktop (hardware/software) focus to latest Windows environment.
• Flexible working, observing an 8-hour workday from Monday to Friday
• Language requirement for non-native candidates: Japanese Language Proficiency Test (JLPT) - N2 level minimum -or- Business Japanese Language Proficiency Test (BJT) – Level J2 minimum
• Language requirement for Japanese native candidates: Business Level English
• Ability to work independently and as part of a team.
• Proficiency in end user computing and a good understanding of computer systems, mobile devices, and other tech products

Advantageous Certifications/Experience

• Familiarity with network and server monitoring tools and techniques.
• Relevant certifications (ITIL, Microsoft 365 Certified: Fundamentals (MS-900), CompTIA Network+
• MD-102: Endpoint Administrator
• CompTIA A+

Workplace type: Hybrid Working

About NTT DATA NTT DATA is a $30+ billion business and technology services leader, serving 75% of the Fortune Global 100. We are committed to accelerating client success and positively impacting society through responsible innovation. We are one of the world's leading AI and digital infrastructure providers, with unmatched capabilities in enterprise-scale AI, cloud, security, connectivity, data centers and application services. Our consulting and industry solutions help organizations and society move confidently and sustainably into the digital future. As a Global Top Employer, we have experts in more than 50 countries. We also offer clients access to a robust ecosystem of innovation centers as well as established and start-up partners. NTT DATA is part of NTT Group, which invests over $3 billion each year in R&D.

Equal Opportunity Employer NTT DATA is proud to be an Equal Opportunity Employer with a global culture that embraces diversity. We are committed to providing an environment free of unfair discrimination and harassment. We do not discriminate based on age, race, color, gender, sexual orientation, religion, nationality, disability, pregnancy, marital status, veteran status, or any other protected category. Join our growing global team and accelerate your career with us. Apply today.

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