The role primarily involves

•  Provide level 1 support to end users of  immediate and affiliate companies, and escalation if necessary.
•  Communication primarily in English (primarily) and Japanese (secondary) over email, instant messaging, and in person. As such, fluency in both languages is required.
•  Life-cycle management of existing and new products, from intial analysis to purchasing to deployment of hardware and software.
•  Ensure that equipment, facilities, services, and systems are installed as per company standards, policies & procedures.
• Perform cybersecurity tasks (vulnerability monitoring, patching, log monitoring, etc.)
• Manage and support the VOIP and cloud infrastructure and services.

II.  ACCOUNTABILITIES:

Major Accountability	% of Time Spent[EC1]
Helpdesk Support	80
Vendor Management	5
Documentation	5
Server Administration	5
User Training	5

Other Accountability

• Communicate with the end users to learn what their needs are for more proactive support
• Data backup operations
• Telephone, PBX operations & support
• Remote access users setup & management

DECISION MAKING

• Actively involved in maintaining and developing service quality
•  Defining hardware specifications for desktops & laptop PC’s

III.  CONTACTS/RELATIONSHIPS:

TITLE OF IMMEDIATE SUPERVISOR:  IT Manager 

TITLE OF NEXT LEVEL OF SUPERVISION: Head of IT

PRIMARY CUSTOMERS OF THIS POSITION AND TYPE OF CONTACT:

Title/Department/Outside Contacts                        Frequency                

Evolution Financial Group (EFG) users                          Daily

IT Dept. users/Managers                                                Daily

Senior Management                                                       Occasionally

IV. QUALIFICATIONS REQUIRED:

• 4 or more years’ experience in desktop support
• Proficiency with office suite products, including Word, Excel, PowerPoint, and Outlook.
• Windows OS 10,11 Server 2012/2016/2019 management with Active Directory experience in user management / password resets / troubleshootingLinux (Red Hat and Ubuntu) knowledge a plus
• Networking fundamentals including TCP/IP addressing, layer 2 and layer 3 network equipment configuration, as well as vendor specific hardware such as Cisco and SonicWall switching and security devices
• Role may require basic hardware maintenance such as parts replacement and component upgrades of platforms used.
• Self-motivated, and be able to manage goals and deliverables, with some being time critical.
• Good analytical, problem solving and documentation skills
• Ability to adapt to changing business needs
• Native Japanese, business English skills
• Must be able to work in a team as well as independently without direct supervision
• Good customer service skills.
• Possess a positive attitude towards the challenge and be open to learning new things

V.  QUALIFICATIONS DESIRED:

• Bachelor’s degree, preferably in a related field such as computer science or business with relevant work experience
• Priority given to candidates with operational experience in high pressure industries such as banks and financial institutions.
• Environments worked should not only include offices but also colocation/datacenter environments
• Cloud-based platforms such as AWS (Amazon) and Azure (Microsoft) and related web based management tools such as Office 365 Admin.
• Understanding of cybersecurity best practices
• On premise operating systems include Windows 10/11 | Windows Server 2012/2016/2019 | Ubuntu 18 / 20 / 21 | Centos 7 / 8
• Virtualization and containerization experience a plus

V.  CONDITIONS OF WORK:

 Position is in-office, with the option of work-from-home on an as-needed basis.

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review percentages further, time and duty allocation