Are you an experienced IT Help Desk professional looking to advance your career in a global retail environment? We are seeking a bilingual IT Help Desk Engineer to deliver exceptional end-user support while enhancing workplace technology across retail stores, corporate offices, and warehouse operations.
Based in Tokyo, you'll play a key role in supporting Windows, macOS, Microsoft 365, mobile devices, and enterprise IT infrastructure while collaborating with local and global IT teams. This is an excellent opportunity to contribute to technology initiatives that directly improve business operations and the employee experience.
Only for candidates residing in Japan.
Key Responsibilities
- Provide Level 2 IT support for Windows PCs, macOS devices, mobile devices, printers, peripherals, and enterprise applications across retail stores, offices, and warehouses.
- Manage the complete endpoint lifecycle, including procurement, deployment, upgrades, asset management, and hardware replacement.
- Continuously improve end-user support processes to enhance service quality, first-call resolution, and user satisfaction.
- Support retail technology projects including new store openings, relocations, renovations, and store closures.
- Collaborate with local and global IT teams, external vendors, and business stakeholders to resolve technical issues efficiently.
- Maintain accurate IT asset inventories, technical documentation, and knowledge base articles while ensuring compliance with security, governance, and audit standards.
- Troubleshoot endpoint, network, and workplace technology issues to minimise operational downtime.
Required Skills and Qualifications
Experience:
- 5+ years of experience in IT Support, Help Desk, Desktop Engineering, End-User Computing, or Workplace Technology.
- Strong knowledge of Windows, macOS, Microsoft 365, iOS/iPadOS, PC hardware, printers, and enterprise applications.
- Experience supporting Active Directory, LAN/WAN, Wi-Fi connectivity, and endpoint troubleshooting.
- Experience managing endpoint devices throughout their lifecycle, including deployment and asset management.
- Bachelor's degree in Information Technology, Computer Science, or a related discipline, or equivalent practical experience.
Soft Skills:
- Excellent customer service and communication skills with a user-first mindset.
- Strong analytical thinking and problem-solving abilities.
- Ability to prioritise multiple support requests in a fast-paced environment.
- Collaborative approach when working with cross-functional and international teams.
- Well-organised with strong attention to detail and continuous service improvement.
Language Requirements:
- Japanese: Fluent
- English: Intermediate to Business Level
Preferred Skills & Qualifications
- Experience supporting retail, FMCG, or luxury retail environments.
- Knowledge of endpoint management and modern workplace technologies.
- Familiarity with IT asset management, ITIL, or service management best practices.
- Experience participating in office or retail infrastructure projects.
- Relevant Microsoft or IT support certifications are advantageous.
About the Company
Our client is a world-renowned premium retail brand recognised for exceptional quality, innovation, and customer experience. Operating globally, the company combines luxury retail excellence with modern technology to create seamless experiences for customers and employees alike. You'll join an international IT organisation supporting business-critical technology across Japan.
Why You'll Love Working Here
- Competitive hourly rate of ¥3,000-¥3,500.
- Support technology that directly impacts premium retail operations across Japan.
- Collaborate with experienced local and global IT professionals.
- Gain hands-on experience with Microsoft 365, endpoint management, workplace technology, and enterprise infrastructure.
- Remote work options, side business permitted, and excellent work-life balance.
- Professional development opportunities through regional technology projects and international collaboration.
Don't Miss Out - Apply Now!
