Desktop Support _ Aomori

Wipro Limited (NYSE: WIT, BSE: 507685, NSE: WIPRO) is a leading technology services and consulting company focused on building innovative solutions that address clients’ most complex digital transformation needs. Leveraging our holistic portfolio of capabilities in consulting, design, engineering, and operations, we help clients realize their boldest ambitions and build future-ready, sustainable businesses. With over 230,000 employees and business partners across 65 countries, we deliver on the promise of helping our customers, colleagues, and communities thrive in an ever-changing world. For additional information, visit us at www.wipro.com.

Job Description

Position Title: Field Support Engineer (Japanese language skill required)
Work Location : Kuroishi, Aomori, Japan (highly recommended to own vehicle for commute)

* mandatory 2 weeks training sessions at Hachioji, Tokyo, prior the assignment

Roles & Responsibilities:

Candidate will provide IT field support including, but not limited to, troubleshooting hardware, software and operating system issues, as well as printers, fax machines, telephony devices and peripherals, and fixing them without violating the hardware warranty or customer security compliance requirement
Installation and troubleshooting of typical business software/applications like Adobe, internet browsers
Installation and troubleshooting of office applications (O365, Outlook, Excel, Word, PowerPoint, Teams, OneDrive)
Configuration & troubleshooting of Apple mobile devices
Printer and VOIP phone configuration & troubleshooting
Conference room A/V equipment assistance & troubleshooting
Assisting basic onsite activities involving racks, patch panels, routers, firewalls, switches, servers and other enterprise level hardware while under instruction from remote teams
Operating system deployment via PXE / USB ISO / Microsoft Configuration Manager
Take ownership of incidents and service requests (SRQs) raised by users in ticket management system
Ensure all Incidents and SRQs are addressed within stipulated SLA timelines and work is completed satisfactorily to avoid ticket reopening
Reviewing and maintaining KB articles
Provide VIP support for Desk side issues per contract and be point of contact at the site for all IT related issues if no other IT support team unavailable like for MI calls
Contribution towards automation & service improvements
Required Skills:
Native Japanese or N1 communication skill (90% of the work is conducted in Japanese language)
2-4 years of experience in Onsite support
Knowledge and experience on Windows 11 OS administration
Should have good expertise on EUC tools, remote support tools, MS Office and Outlook.
Preferable to have a good understanding of VPN and mobile device support.
ITIL process of Incident, Change, Problem, Service Request and related activities such as spare and buffer stock management
Knowledge and experience of ticketing tools (ServiceNow / Remedy etc.),
Knowledge and experience on Service requests, incident, problem management and change process
Optional: knowledge in AD and smart hands and feet support.
Optional: knowledge and experience of supporting tablets
Optional: Ability to lift / move computer equipment weighing up to 20kg

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職種 フィールドサポートエンジニア
勤務地 
• 青森県黒石市 (マイカー通勤可能)

※配置前に東京都八王子市で二週間の研修 OJT あり
役割と責任:
• IT フィールドサポート・保守業務全般：ハードウェア、ソフトウェア、オペレーティングシステムの問題対
応、プリンター、ファックス機、電話機器、周辺機器のトラブルシューティング、およびハードウェア保守
o Adobe、インターネットブラウザなどの一般的なビジネスソフトウェア/アプリケーション
o MS オフィスアプリケーションのインストールとトラブルシューティング (O365、Outlook、Excel、
Word、PowerPoint、Teams、OneDrive)
o Apple モバイルデバイスの設定とトラブルシューティング
o プリンタと VOIP 電話の設定とトラブルシューティング
o 会議室の A/V 機器の支援とトラブルシューティング
o ルーター、ファイアウォール、ネットーワークスイッチ、サーバー、ラック、パッチパネル、等のエ
ンタープライズレベルのハードウェアサポートを、オフショアのチームからの指示下で支援
o PXE / USB ISO / Microsoft Configuration Manager によるオペレーティングシステムの展開
o ServiceNow を使用したインシデントとサービスリクエスト(SRQ)チケットの管理
必要スキル:
• 日本語ネイティブまたは N1 コミュニケーション能力(業務の 90%を日本語で実施)
• IT フィールドサポートの 2〜4 年の経験
• Windows 11 OS 管理に関する知識と経験
• EUC ツール、リモートサポートツール、MS Office、Outlook に関する優れた専門知識
• VPN とモバイルデバイスのサポートについて十分に理解していることが望ましい
• インシデント、変更、問題、サービスリクエストの ITIL プロセス、およびスペアおよびバッファの在庫管理
などの関連アクティビティ
• チケットツール(ServiceNow / Remedy など)の知識と経験
• サービスリクエスト、インシデント、問題管理、変更プロセスに関する知識と経験
• 任意: Active Directory に関する知識。
• 任意: タブレットのサポートに関する知識と経験
• 任意: 20kg 程度のサーバー・ネットワーク機器を扱うことができ

Mandatory Skills: Desktop Support . Experience: 3-5 Years . Reinvent your world. We are building a modern Wipro. We are an end-to-end digital transformation partner with the boldest ambitions. To realize them, we need people inspired by reinvention. Of yourself, your career, and your skills. We want to see the constant evolution of our business and our industry. It has always been in our DNA - as the world around us changes, so do we. Join a business powered by purpose and a place that empowers you to design your own reinvention.