IT Regional Support Technician

Primary Function of Position

We are seeking a skilled and motivated IT Regional Support Technician with proficiency in MAC and other Apple device troubleshooting, business proficiency in the English language, and the ability to participate in the on-call rotation and provide support for Japan and other APAC regions. The successful candidate will be responsible for providing technical support to users within a designated region, utilizing best practices as defined and facilitated by the IT Operations, Infrastructure, Security, and Network departments. The scope of support includes all computers, printers, cell phones, telecom (VOIP), audiovisual, servers, network equipment, operating systems, network access, websites, email, third-party software used to support business functions, and various internal corporate supported business applications.

Essential Job Duties 

• Provide end-to-end technical support.  Offer comprehensive technical IT assistance to end-users across assigned regions. This includes diagnosing and resolving hardware, software, and network issues both remotely and on-site as necessary.
• Ensure continuous support. Participate in the on-call rotation to deliver after-hours assistance and provide timely support for users in the APAC region during their local business hours.
• Maintain and optimize IT infrastructure. Install, configure, and maintain computer systems, peripherals, and software applications. Collaborate with other IT teams to address complex issues and ensure seamless operations.
• Empower end-users. Train end-users on essential IT functions and procedures to enhance their technical proficiency and self-sufficiency.
• Document and enhance knowledge base. Document processes, best practices, and knowledge base materials to facilitate efficient troubleshooting and training. Maintain accurate records of support requests, resolutions, and hardware/software inventory.
• Project management and collaboration. Manage or participate in various assigned projects as needed, ensuring timely completion and alignment with company goals. Collaborate with cross-functional teams to facilitate issue resolution and project completion.
• Communication and reporting. Provide timely reporting of issues, status, and resolutions to management. Communicate effectively with internal stakeholders and IT teams to support meetings and maintain video conferencing infrastructure.
• Vendor management and inventory control. Manage local IT vendor relationships for A/V, networking, security, and printer support. Maintain adequate equipment inventory by planning, ordering, receiving, restocking, and conducting regular inventory counts to ensure accuracy and compliance with processes.

Required Skills and Experience 

• At least three years of experience supporting a Windows and Apple operating system computing environment
• Experience troubleshooting complex problems
• Must have strong customer service skills, organizational skills, and ability to work with minimal supervision
• Must have excellent communication skills both verbal and written. Business proficiency in the English language.
• Experience using HelpDesk software and managing assignment queues such as ServiceNow and Remedy
• Knowledge of Microsoft and Apple Operating Systems and environment and networking
• Weekend and non-business hours support required as needed
• Relevant certifications such as CCENT or higher, various MCITP, Security+, A+, and ITIL are desired
• Should be flexible and able to complete projects outside regular daily duties as needed
• Able to repeatedly lift and move equipment such as computers and monitors (approx. 25lbs)

Required Education and Training 

• Associate’s degree, relevant technical certifications, or equivalent work experience is required

退役軍人の地位、障がいの有無、遺伝情報、連邦・州・地域の適用法で保護されているその他地位に関係なく、すべての適格な応募者および従業員に均等に雇用機会を提供し、かつあらゆる種類の差別や嫌がらせを禁止します。

当社は、雇用機会均等法に従い、逮捕歴や犯罪歴のある適格な応募者の雇用を検討します。