Japanese-Speaking IT Support Specialist

[Job ID: 1613363]

Responsibilities

• Provide first-level operational and technical support for Microsoft 365 services and enterprise applications.
• Respond to user enquiries, perform initial troubleshooting, and escalate issues when required.
• Manage user accounts, permissions, and configuration changes.
• Perform Microsoft 365 administration and operational tasks using PowerShell, including configuration validation and routine process automation.
• Create, update, and manage support tickets using IT Service Management (ITSM) tools.
• Coordinate with internal teams and external vendors to support issue resolution and track progress.
• Develop and maintain knowledge base articles, standard operating procedures, and FAQs.
• Document support activities and maintain accurate service records.
• Support incident management processes for enterprise services and custom-developed applications.

Requirements

• 2 to 5 years of experience in a Helpdesk, Service Desk, or IT Support role.
• Proficiency in Japanese language for liaising with Japanese-speaking clients and stakeholders.
• Proficiency in Chinese language for liaising with Chinese-speaking clients and stakeholders.
• Willingness to work on rotating shift schedules, including night and weekend shifts.
• Basic knowledge and operational understanding of Microsoft 365 services.
• Ability to perform incident handling, troubleshooting, and issue escalation in a support environment.
• Experience with PowerShell for system administration or operational support is an added advantage.
• Experience using ITSM tools such as ServiceNow, Zendesk, or Dynamics 365 is an added advantage.
• Operational experience with Microsoft 365 services, including Exchange Online, Teams, SharePoint, OneDrive, and Entra ID is an added advantage.
• Experience supporting global or regional users in a multinational environment is an added advantage.
• Strong communication, problem-solving, and stakeholder management skills.

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EA Personnel Name: Nasu Natsumi

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