Junior IT Support Engineer – Near-Native Japanese, English

Role Overview

• Work in a hybrid environment, primarily within a Service Desk setting
• Provide telephone-based IT support to internal users in Japan and globally
• Deliver onsite desktop support for locally based users in the Tokyo office
• Monitor incoming tickets and triage them to appropriate team resources
• Respond to incidents, service requests, queries, and complaints in a timely, polite, and empathetic manner
• Take ownership of assigned incidents and service requests, ensuring resolution within SLA
• Actively contribute as a team member to achieve individual and team objectives
• Serve as the primary IT contact for the Tokyo office, including engagement with senior business stakeholders
• Manage and take ownership of all IT hardware used by local employees
• Build strong relationships with local users and represent the Global IT Support team positively
• Escalate technical or hierarchical issues when necessary
• Liaise with global technology teams to resolve dependencies and issues
• Coordinate with third-party vendors providing services to Ten
• Maintain continuous personal development with support from your line manager
• Perform other duties as assigned by management

Requirements

• Experience with Windows 11 and Active Directory
• Basic knowledge of firewalls, security concepts, antivirus, backup software, and email troubleshooting
• Strong troubleshooting skills across AD, servers, workstations, databases, and networking
• Experience with Office 365 and Azure cloud services related to desktop computing
• Hands-on experience supporting enterprise desktop applications (MS Office, O365, Chrome, Internet Explorer)
• Advanced troubleshooting of Microsoft OS, desktop hardware, and Mac devices
• Installation and support of workstations, servers, and print/scan devices
• Ability to guide users verbally through issue resolution when remote access is not possible
• MCSE certification (preferred)
• CCNA certification (advantageous)
• Working knowledge of ITIL methodology (preferred)
• Willingness to obtain relevant certifications as required by the business
• Fluency in both English and Japanese
• Strong written and verbal communication skills in both Japanese and English
• Highly motivated with a strong interest in technology and technical detail
• Trustworthy and able to perform effectively under pressure
• Well-organised with the ability to communicate technical topics clearly to non-technical users
• Comfortable working with third-party vendors (e.g. Microsoft)
• Able to produce clear, accurate, and professional documentation
• Professional telephone manner and adaptable communication style
• Strong listening skills with the ability to interpret user needs accurately
• Team-oriented, collaborative, and supportive of colleagues
• Effective workload management against defined targets
• Ability to maintain and continuously develop technical skills
• Experience working in high-pressure and complex system environments
• Quick learner with the ability to adopt new technologies
• Able to work independently with minimal supervision
• Positive attitude and strong personal energy

Tech Stack

• Azure
• Cloud
• Firewalls

Benefits

• Comprehensive social insurance coverage
• Maternity leave, postnatal leave, and childcare leave
• Caregiver leave
• Free snacks and drinks provided in the refreshment room
• After completion of the probation period, remote work is possible approximately 2–3 days per week
• Sabbatical Leave Employees who have been with the company for milestones such as 5 or 10 years are eligible to take up to one month of leave