Japanese Speaking Technical Support

JOB RESPONSIBILITIES
 

• Provide support for first line diagnostics and Tier 1.5 troubleshooting and enhanced technical support to clients via various communication channels, including but not limited to: telephone, email or web.
• Open/Manage both Incident and Change Request tickets and manage throughout the ticket lifecycle.
• Ensure that tickets and clients are updated per defined intervals, as documented within IPC Incident lifecycle procedures.
• Log all troubleshooting steps and statistics in the IPC ticketing system.
• Engage with Tier 2 & additional parties as required in a timely manner for additional investigation of complex incidents/problems when appropriate.
• Escalate incidents following a defined escalation process.
• Work with telecommunications and service providers technical teams globally to ensure timely fault resolution, escalating within our providers when necessary.
• Monitor network performance across a variety of platforms and proactively manage related event notifications.
• Liaise closely with Tier 2/3 and other IPC engineering teams to ensure issues are being addressed with efficiency and speed to meet SLA requirements.
• Input into new process and procedures as and when required.
• Assist leader in the team development/self-development - transfer of technical knowledge.
• Identify areas for improvement and communicate these clearly and professionally to the management team.

• Client service professional with proven IT Service Desk experience (minimum 3+ years) in the Information & Communications Technology (ICT) environment.
• Commitment to service excellence with the ability to work in a fast-paced, multi-tasking, team environment with strong attention to detail and follow through required.
• Good understanding of network environments & first level hands-on experience working on Cisco routing and switching technologies.
• Experience with first or second level troubleshooting of circuit status, routing changes. Basic understanding of protocols like BGP/OSPF/ISIS/MPLS will be an advantage.
• Cisco qualification (CCNP or CCNA Minimum), or other relevant industry standard certification will be an advantage.
• Experience with IT Infrastructure technologies and VoIP Telephony.
• Ability to work as an individual contributor and team player, responsibilities require close interaction with colleagues, service provider’s and client’s in a support role when complex issues arise.
• Working knowledge of industry standard ITSM ticketing tools including Remedy, Service Now etc.
• Strong work ethic with an energetic, influential, and diplomatic work style.
• Experience in Financial Services network environments with knowledge of trading voice equipment an added advantage.
• Great with English & Japanese (Read, Write, Speak, Equivalent to JLPT N2 and above)

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