IT Support Engineer

IT Support Engineer

Rakuten, founded in 1997, is a Global Innovation Company based in Japan. With over 70 diverse businesses spanning e-commerce, digital content, fintech, and communications, and 32,000 employees, we serve 1.6 billion members worldwide. Our mission is to empower people and society through innovation and entrepreneurship.

Rakuten Tech in Europe, a part of the Rakuten Group's Global Innovation Hub, serves as the regional hub for the European-based members of the Technology Division. We provide and optimize global platforms to support businesses within the Rakuten Ecosystem, tailoring them to specific use cases in Europe and beyond.

With over 130 members across 7 countries and 12 offices, our presence spans France (Paris), Spain (Barcelona), UK (Belfast and London), Estonia (Tallinn), and Germany (Berlin). Our diverse team is formed of more than 20 nationalities and collaborates with all members of the Technology Divisions on a regular basis.

Context

Rakuten's European Tech Division (EUTD) is looking for a talented and dynamic IT Support Engineer to join our Corporate IT Department. This is a great chance to work in a multicultural and experienced team, supporting multiple locations in Europe with high visibility and significant customer impact.

Missions

• Day-to-day support for IT systems, end user devices, computer networks and AV/Presentation devices
• Creating, processing, maintaining, and resolving tickets using Jira & Zendesk ticket management systems
• Provide initial investigation on all incidents, ensure they are resolved wherever possible and escalate them if necessary
• Imaging hardware using industry standard methods for MacOS and Windows devices
• Onboarding/Offboarding of Rakuten Employees across the EMEA region
• Install and perform repairs to hardware, software, or peripheral equipment
• Creating/Updating documentation for technical teams as well as to enable self sufficient support for end users
• Track stock levels of IT hardware and maintain the asset management system, liaising with procurement teams when required for new or replacement hardware

Required Skills

• BS/MS degree in Computer Science, Engineering, or related subject or 3+ years of relevant experience in the IT Support field
• In-depth, hands-on knowledge of and experience with desktop applications and hardware, including Windows and MacOS
• Working knowledge of MDM platforms including Intune and JAMF
• Ability and willingness to quickly learn new skills and technologies
• Ability to prioritise, multi-task and manage your own workload
• Proficiency with Office365
• Experience of supporting collaboration tools such as Zoom, Microsoft Teams and Slack
• Good knowledge of business operations
• Excellent oral and written communication skills
• Great customer service skills and ability to function as part of a team as well as working alone
• English at fluent level is mandatory
• Willingness to travel for business to international locations when required
• Ability to write easy to follow end user documentation plus critique and update existing documentation

Desirable Skills

• Experience working in an Active Directory environment
• Understanding of ITIL principles

Benefits and Perks

• Annual bonus
• Stock-option
• Flexible working hours
• Lunch vouchers
• Coupons for Rakuten Platform (20 euros per month)
• Access to learning and career development resources
• Access to certifications and tech conferences
• Being part of multicultural teams with more than 20 nationalities
• Extra time off during your Birthday and Company anniversary
• Possibility to organize your time to have your Fridays afternoons off
• 25 days' paid holiday
• Office in Sentier neighbourhood
• As an employer, Rakuten Tech in Europe is committed to developing an inclusive working environment. Access to employment is open to all, regardless of gender, age, disability, ethnicity, religion, sexual orientation, or social status.