Company Overview
An IT services and technology company is seeking a Helpdesk Engineer to provide onsite support within a customer environment.
This role offers the opportunity to work at the forefront of IT operations, supporting end users and ensuring a high level of service delivery. The successful candidate will play a key role in maintaining business continuity through technical support, Microsoft 365 administration, endpoint management, incident response, and day-to-day IT operations. This position is ideal for professionals who enjoy solving technical challenges, working directly with users, and developing their expertise across infrastructure and security support functions.
Key Responsibilities
Provide onsite 1st and 2nd line IT support through face-to-face, email, telephone, remote access, and chat channels.
Manage support tickets, ensuring accurate documentation, timely updates, and resolution of incidents and service requests.
Support the administration of Microsoft 365, user accounts, endpoint devices, and related IT services.
Prepare, deploy, replace, and support PCs, mobile devices, peripherals, and standard end-user equipment.
Install, configure, test, and troubleshoot approved software and business applications.
Perform initial troubleshooting and fault isolation for server and network incidents, escalating issues where required.
Monitor security alerts, vulnerability status, and patch compliance, supporting operational security activities.
Assist with incident response activities, including initial investigation, containment support, evidence collection, and escalation.
Maintain operational documentation, procedures, configuration records, and support reports.
Liaise with customers, vendors, and specialist technical teams to ensure effective issue resolution.
Participate in operational meetings and contribute to continuous service improvement initiatives.
Provide support outside normal business hours and occasional international travel when required.
Requirements
Essential
Experience in IT Support, Helpdesk, or Desktop Support environments.
Experience providing 1st and 2nd line support to end users.
Strong customer service and communication skills.
Experience supporting PCs, laptops, mobile devices, peripherals, and standard business applications.
Familiarity with Microsoft 365 administration and user account management.
Knowledge of Windows 11 and Microsoft Office applications.
Experience with endpoint device administration and support.
Business-level English communication skills, both written and verbal.
Ability to create and maintain technical documentation, procedures, and reports.
Strong organizational skills, time management, and attention to detail.
Desirable
Experience with Active Directory and/or Microsoft Entra ID administration.
Knowledge of Windows Server administration and incident troubleshooting.
Basic understanding of networking technologies, including routers, switches, and firewalls.
Experience with security tools such as Microsoft Defender, Prisma, or similar platforms.
Knowledge of vulnerability management, patch management, and security alert monitoring.
ITIL Foundation, Microsoft certifications, or other relevant technical certifications.
Japanese language skills is a plus
Previous experience providing onsite customer-facing IT support.