Manager - Onsite Technical Support

Job Type
Permanent
Salary
8,000,000 JPY - 11,000,000 JPY per year
Japanese Level
Fluent
English Level
Advanced (TOEIC 860)
Start Date
ASAP
Location
Tokyo

Description

A global professional services firm providing advice and solutions in the areas of risk, strategy and human capital is hiring a Manager - Onsite Technical Support. Our client is the parent company of a number of the world’s leading risk experts and specialty consultants.

They provide efficient and sustainable solutions to meet internal customer business needs. As a Local Technology Coordinator in the Distributed Operation Department, you will be responsible to provide support to end users across multiple operating companies by installing and assisting with the operation of their workstations, business applications, and related equipment.

【Position Overview】
‐ Coordinates and manages technology support for office environment across multiple operating companies at multiple sites within a geographic market.
‐ Provides guidance for technical solutions that address business and office requirements.
‐ Provides support to end users by installing and assisting with the operation of their workstations, business applications, and related equipment.
‐ Manages staff performance and the quality of service provided.

【Responsibilities】
Relationship Management (25%)
‐ Proactively meets with office leadership on a quarterly basis and reports up to Senior Manager.
‐ Participates in local office leadership meetings as appropriate.
‐ Provides expert advice and consultation to colleagues.
‐ Escalates strategic issues and requests through Senior Manager.

Operations Management (25%)
‐ Manages field support operations through internal staff and external vendor support groups within assigned geographic market.
‐ Manages support for all office infrastructure technologies across all tiers within agreed timeframes or SLAs.
‐ Ensures infrastructure systems are maintained in accordance with service owner guidelines and are in compliance with Business Continuity agreements.
‐ Ensures staff follows operational guidelines, principles, and processes as described by senior management.
‐ Collaborates with peers and senior managers to define, enhance, and adhere to defined processes for all operational tasks.
‐ Conducts periodic reviews to ensure compliance with regulatory guidelines, operating company policies, and IT industry standards.

Technical support (5%)
‐ Assists in the installation, training, maintenance, troubleshooting and repair of desktop technology hardware and software.
‐ Assists in the setup and operation of audio visual hardware as required by end user.
‐ Determines appropriate hardware and software based on corporate policy and end user requirements.
‐ Responds to incidents within SLA or within a timely manner with appropriate level of urgency, and follows up with customers on all issues.
‐ Escalates incidents and questions to appropriate support groups.
‐ Assists in disconnecting, moving and reconnecting desktop technology hardware for single user, multi-user and office moves.
‐ May assist in administration and maintenance of technology infrastructure components.
‐ May assist in installation, maintenance, troubleshooting and repair of office telephony systems.

Project Work (15%)
‐ Directly participates or assists Senior Manager in approved projects.
‐ Coordinates local “projects” such as moves, acquisitions, etc.

Staff Management and Mentoring (15%)
‐ Provides coaching and mentoring to subordinates.
‐ Performs staff performance and salary reviews.
‐ Provides input for budgeting, improving processes and maintaining standards.
‐ Manages activities of outsourced staff (as applicable) and follows up on service issues.
‐ Works with HR managers and senior staff to document and remediate performance issues with staff and takes appropriate follow-up actions.

Administrative tasks (5%)
‐ Uses corporate incident management system to record and track all support work.
‐ Maintains accurate hardware and software records for corporate assets.
‐ Performs time tracking tasks as required.

Team Meetings & Training (10%)
‐ Supports team’s abilities and functions through positive customer relations.
‐ Contributes to the improvement and enhancement of processes and procedures.
‐ Gains additional knowledge and stays abreast of current technologies through employee and company sponsored training, periodicals, and regular interaction with other team members.
 

【会社概要 | Company Details】
多くの日系、外資系企業にリスクマネジメントコンサルおよび保険関連サービスを提供するグローバル企業です。
The company provides risk management consulting and insurance related services to many Japanese and foreign companies.

【就業時間 | Working Hours】
9:00 - 17:00(Mon - Fri)

【休日・休暇】
週休2日制(土・日)、年末年始、年次有給休暇、慶弔休暇、その他特別休暇
Saturday, Sunday, and National Holidays, Year-end and New Year Holidays, Paid Holidays, Other Special Holidays

【待遇・福利厚生】
労災保険、健康保険、厚生年金保険、団体生命保険、団体傷害保険、長期所得保障保険、退職金制度、自社株購入権制度、外国運輸金融健康組合提携保養所・スポーツクラブ等あり、通勤交通費
Social insurance, Transportation Fee

Required Skills

‐ Related work experience
‐ Management experience
‐ Knowledge of company desktop operating systems and software
‐ Knowledge of company standard computer hardware
‐ Superior customer service skills
‐ Ability to lead and work within a team environment
‐ Ability to express ideas clearly in both written and oral communications
‐ Ability to coach and develop subordinates to encourage high performance

Preferred Skills

‐ Microsoft or other certifications desired (i.e. MSCDT, MCP, MCSE)
‐ Ability to lift and move desktop and other related hardware