Japanese Bilingual Azure Support Engineer

Job Type: Location Type: Not Specified

 

Typical Day in the Role
• Purpose of the Team: The purpose of the Azure response team (ARR), is to support customers in Japan.
• Key projects: This role will be responsible for delivering Identity and Microsoft O365 Cloud Identity Support for Enterprise Level Premier customers, support customers in Japan, Bilingual, work on claims and inquires, 15 min response time for critical cases, must have prompt response, high quality service, will collaborate with local and global members, English is a requirement but the most important is able to speak native Japanese.
• Typical task breakdown and operating rhythm: The role is 70% technical support: case handling/customer support and 30% meetings, self learning.

Compelling Story & Candidate Value Proposition
• What makes this role interesting? – This role provides the opportunity to work on a very supportive team and gain hands on experience with cutting edge technology within the industry.

Candidate Requirements
• Years of Experience Required: 5 years of experience required for the role
• Degrees or certifications required: 4-year technical degree or equivalent work experience, plus a minimum of 3 years’ experience in technical support or MIS in an Enterprise environment.
• Disqualifiers: Candidates with constant job hopping and not fluent in Japanese
• Best vs. Average: The ideal resume would MUST Must have excellent customer service experience and be 10/10 fluent in English/Japanese, possess a solid working knowledge of Enterprise Messaging Administrative concepts and Identity (client authentication, Identity Authorization and Authentication experience, Identity Synchronization Technologies (Dirsync, AAD Connect, FIM…etc), Identity and Access Management, Office 365 Identity Management, and Azure Cloud experience
• Performance Indicators: Performance will be assessed based on meeting deadlines, feedback from the team, and quality of work.

Top 3 Hard Skills Required + Years of Experience

1. Minimum 3 years experience with technical /product /software support, network operations, IT admin, IT consulting, System Administration/Configuration of Windows and Linux Operating systems

2. Minimum 1 year experience with technical support, technical consulting experience, or information technology experience.

3. Minimum 2+ years of experience with Azure or Cloud experience.

4. Language Qualification: Japanese Language: fluent in reading, writing, and speaking. English Language: confident in reading and writing; moderate spoken English skills

Hard Skills Assessments
• Expected Dates that Hard Skills Assessments will be scheduled: After 6/26
• Hard Skills Assessment Process: The assessment process will include 1 round- 30 minutes.
• Required Candidate Preparation: Candidates will complete a pre-assessment prior to an HSA being scheduled.

Job Description: Cloud Identity Support Engineer Position

Must have excellent customer service experience and be 10/10 fluent in English/Japanese

This person will be responsible for delivering Identity and Microsoft O365 Cloud Identity Support for Enterprise Level Premier customers. The ideal candidate should have at least 3-5 years experience with Exchange or Office 365 (Exchange Online, Cloud Identity, or Security & Compliance) or Azure Identity. This candidate should possess a solid working knowledge of Enterprise Messaging Administrative concepts and Identity (client authentication, Identity Authorization and Authentication experience, Identity Synchronization Technologies (Dirsync, AAD Connect, FIM…etc), Identity and Access Management, Office 365 Identity Management.

Goal: To provide high quality technical phone support regarding Microsoft Exchange Premier customers.

Responsibilities:

Deliver timely and high-quality incident resolution focusing on root cause analysis, prevention, and knowledge transfer.

Utilize knowledge of the customer environment to resolve issues in a timely manner.

Manage escalations and sub-cases to ensure timely and high-quality resolution of all issues.

Develop and implement strategies for providing proactive support resulting in fewer incidents, increased availability, or accelerated deployments.

Work with Technical Account Managers to effectively manage hot sites including documented action plans and daily status updates for the customer and management.

Execute formal post-mortem process on closure of critical issues.

Initiate and participate in triage meetings to share knowledge with other engineers and to efficiently resolve customer problems.

Contacts:

This position has frequent contact with Premier Customers, CSAMs, Incident Managers, developers, Program Managers, Support Engineers, Technical Advisors, Managers, and other Support Vendors.

Qualifications:
• 4-year technical degree or equivalent work experience, plus a minimum of 3 years’ experience in technical support or MIS in an Enterprise environment.
• Demonstrated technical competence with Microsoft BackOffice Technologies.
• Conversationalist level of knowledge of all Microsoft products used in an enterprise environment. MCSE preferred
• Strong technical writing skills and familiarity with Microsoft Office Applications.
• Ability to effectively communicate with customer managers and executives on technical and business issues.
• Strong organization, time management, project management, and negotiation skills

EEO Employer

Apex Systems is an equal opportunity employer. We do not discriminate or allow discrimination on the basis of race, color, religion, creed, sex (including pregnancy, childbirth, breastfeeding, or related medical conditions), age, sexual orientation, gender identity, national origin, ancestry, citizenship, genetic information, registered domestic partner status, marital status, disability, status as a crime victim, protected veteran status, political affiliation, union membership, or any other characteristic protected by law. Apex will consider qualified applicants with criminal histories in a manner consistent with the requirements of applicable law. If you have visited our website in search of information on employment opportunities or to apply for a position, and you require an accommodation in using our website for a search or application, please contact our Employee Services Department at [email protected] or 844-463-6178.

Apex Systems is a world-class IT services company that serves thousands of clients across the globe. When you join Apex, you become part of a team that values innovation, collaboration, and continuous learning. We offer quality career resources, training, certifications, development opportunities, and a comprehensive benefits package. Our commitment to excellence is reflected in many awards, including ClearlyRated’s Best of Staffing® in Talent Satisfaction in the United States and Great Place to Work® in the United Kingdom and Mexico.

Apex Benefits Overview: Apex offers a range of supplemental benefits, including medical, dental, vision, life, disability, and other insurance plans that offer an optional layer of financial protection. We offer an ESPP (employee stock purchase program) and a 401K program which allows you to contribute typically within 30 days of starting, with a company match after 12 months of tenure. Apex also offers a HSA (Health Savings Account on the HDHP plan), a SupportLinc Employee Assistance Program (EAP) with up to 8 free counseling sessions, a corporate discount savings program and other discounts. In terms of professional development, Apex hosts an on-demand training program, provides access to certification prep and a library of technical and leadership courses/books/seminars once you have 6+ months of tenure, and certification discounts and other perks to associations that include CompTIA and IIBA. Apex has a dedicated customer service team for our Consultants that can address questions around benefits and other resources, as well as a certified Career Coach. You can access a full list of our benefits, programs, support teams and resources within our ‘Welcome Packet’ as well, which an Apex team member can provide.