IT, End User Services

Job Type: Location Type: Hybrid

 

Our client is looking to fill the role of IT, End User Services. This role is a contract and hybrid (3-4 days onsite). The ideal candidate must be fluent in Japanese.

Responsibilities:

• Handles global support coverage with a primary focus of the second shift, 12pm to 8pm, PT.
• Provides back up support to the primary MTV Technical Support person in the office and in the laboratories.
• Responds to queries over the phone, email, self-service, walk-ins, and remotely.
• Manages ticket queues in a manner that achieves defined SLAs.
• Categorize and prioritize incidents.
• Performs Incident ticket processes; Responds to assigned tickets (routine and urgent) within the timeframe specified by the current service level agreement and works issues through to resolution; Maintains appropriate documentation within the Incident system as determined through periodic ticket quality reviews.
• Performs software installation processes and software troubleshooting via remote control tools.
• Follows standard operating processes for routine situations and asks for guidance in new or unusual situations.
• Performs effective incident escalation to level 2 and 3 groups when necessary.
• Assists in the setup and support of teleconference and A/V needs for company clients.
• Follows standard operating processes and best practices for all service situations.
• Keeps clients informed of outages and statuses; provides and recommends alternative connectivity methods during outages.
• Responsible for project participation including system upgrades, service improvement initiatives and service requests.

Required Qualifications:

• Must be fluent in Japanese.
• Uses skills as a seasoned, experienced professional with a full understanding of industry practices and company policies and procedures; resolves a wide range of issues in imaginative as well as practical ways.
• Complete understanding of ITIL best practices.
• Comfortable working within a team, but able to work independently.
• Excellent phone skills.
• Intuitive about escalating issues to keep the resolution process moving at an acceptable rate.
• Customer service oriented.
• Windows 7, 10 & 11
• Mac (Apple)
• Active Directory
• MS Teams and Microsoft 365.
• Service Now trouble tracking system experience.

• Minimum level of education and years of relevant work experience.

• A minimum of 2 years of related experience.
• Excellent planning, organization, and time management skills including the ability to support and prioritize multiple projects concurrently .
• A+ Certification Preferred.

If you meet the required qualifications and are interested in this role, please apply today.

The Solomon Page Distinction

Solomon Page offers a comprehensive benefit program for hourly employees. We pride ourselves on offering medical, dental, 401(k), direct deposit and commuter benefits to our employees, including freelancers – which sets us apart in the industries we serve.

About Solomon Page

Founded in 1990, Solomon Page is a specialty niche provider of staffing and executive search solutions across a wide array of functions and industries. The success of Solomon Page reflects an organic growth strategy supported by a highly entrepreneurial culture. Acting as a strategic partner to our clients and candidates, we focus on providing customized solutions and building long-term relationships based on trust, respect, and the consistent delivery of excellent results. For more information and additional opportunities, visit: solomonpage.com and connect with us on Facebook , and LinkedIn .

Opportunity Awaits.

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