Are you ready to step beyond standard helpdesk support and grow your career toward infrastructure and systems engineering? This (Haken) Technical Support Engineer role is a great opportunity to work within a world-renowned global technology company where Corporate IT supports thousands of employees worldwide. You will bridge the gap between Helpdesk and Infrastructure/Device Engineering teams, taking ownership of technical projects, device testing, advanced ticket analysis, and documentation that improves overall IT service delivery.
Key Responsibilities
- Conduct structured device and OS testing for Windows, Mac, and mobile devices (Smartphones/iPads) to ensure quality and stability
- Coordinate tasks between Helpdesk and Infra/Device Engineering teams to support smooth project execution and progress tracking
- Create and maintain technical manuals, FAQs, and Knowledge Base (KB) articles to strengthen internal IT support capabilities
- Handle complex tickets escalated from first-line support, performing deeper troubleshooting and root-cause analysis
- Generate and analyze technical data to enhance IT service delivery, device performance, and operational efficiency
- Maintain accurate documentation and records aligned with corporate IT standards and device governance
Required Skills and Qualifications
Experience:
- Strong knowledge of Windows and Mac hardware environments, including BIOS and OS-level troubleshooting
- Solid understanding of mobile device ecosystems and management basics across iOS and Android
- Ability to produce clear and structured technical documentation, manuals, and internal guides
- Strong Microsoft Office skills, especially Excel, for data creation, reporting, and analysis
- Foundational knowledge of IT networking concepts and device connectivity troubleshooting
Soft Skills:
- Strong ability to collaborate across international teams and a multicultural corporate environment
- Excellent organisational skills to manage tasks across multiple engineering tiers and stakeholders
- Analytical mindset with the ability to identify trends in ticket patterns and technical data
- Clear communication skills and the confidence to report issues and progress effectively
Language Requirements:
- Japanese: Conversational
- English: Intermediate to Business level
Preferred Skills & Qualifications
- Endpoint management experience with MECM (SCCM), JAMF, or Microsoft Intune
- Basic SQL knowledge for data extraction, reporting, or operational analysis
- Experience using enterprise ticketing tools such as CRM or IT Service Management (ITSM) systems
About the Company
Our client is a globally recognised innovation leader with a large ecosystem of services and products. Their Corporate IT department plays a critical role in enabling productivity at scale by providing stable devices, secure infrastructure, and reliable technical support for employees across the world. This is an excellent chance to contribute to a high-impact IT organisation while gaining exposure to modern enterprise environments.
Why You'll Love Working Here
- High-visibility role supporting the productivity of a large global workforce
- Multicultural environment with global communication and collaboration opportunities
- Hands-on exposure to diverse devices and tools across Windows, Mac, and mobile ecosystems
- Strong career progression path toward Infrastructure Engineering or Systems Engineering
- Modern corporate culture with casual dress, minimal overtime, and fast-paced innovation
Don't Miss Out - Apply Now!
