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Client Services Engineer



Japan    Helpdesk / Desktop Support    Permanent   

The Client Services Engineer is responsible for delivering IT products and services to support end users and to contribute to IT projects as needed. Reporting to the Client Services Manager, the Client Services Engineer frequently interacts with end users, Service Fulfilment Analysts, Support Coordinators, and other regional Client Service Group staff and external service providers.

Direct Responsibilities

Support tasks

  • Deploy and administer IT systems, including end-user desktops, laptops, mobile devices, and voice and video hardware
  • Perform technical request and incident resolution or, when needed, escalation to the appropriate group
  • Interact with Support Coordinators and Service Fulfillment Analysts to track and prioritize technical requests, incidents, and tasks in the ticket queue
  • Coordinate with appropriate groups the execution of software installation and deployment to computing systems
  • Perform emergency or periodically planned information systems administration tasks, maintenance/upgrades, and configuration changes
  • Coordinate with the Asset Management Analyst to execute asset changes and confirm such changes in appropriate repositories
  • Provide IT consultation to the end user
  • Distribute new user IT starter package and provide initial user IT orientation
  • Ensure security and policy compliance while performing technical tasks
  • Participate in technical meetings as required
  • Contribute updates to technical documentation, procedures, and process definitions
  • Conduct systems performance analysis and provide feedback to colleagues as a Continual Service Improvement function
  • Contribute to IT projects as needed and as assigned by the CSM

Incident & Change management

  • Coordinate, diagnose, resolve, and participate in troubleshooting efforts between departments and vendors
  • Manage and monitor Planned Maintenance
  • Support changes / upgrades / patches and security update requirements

Project support

  • Document preparation
  • Support Procurement Purchasing for hardware/software
  • Ensuring software purchased licensing is recorded and maintained

Contributing Responsibilities

  • Support small to medium-sized projects in ITIP and Businesses IT
  • Provide the required information KPI for Regional and global aggregation for the location
  • Support the other IT domains in what impacts the end user areas
  • Contribute to the Permanent Control framework

 

 Qualifications

Technical and Behavioral Competencies required

  • Customer focused with strong customer service skills and the ability to apply sensitivity and discretion when required
  • Bi-lingual Japanese and English (at least native in one and business level in the other)
  • Extensive IT technical support skills with superior knowledge of Windows desktop operating systems and software
  • Self-driven with high level of energy, enthusiasm, and passion
  • Excellent troubleshooting and problem-solving skills; scripting experience highly desirable
  • Capable of managing multiple tasks at once and meeting commitments; positive attitude even in a stressful situation
  • Process oriented
  • Experience in multi-cultural, multi-national corporate environment (SG, HK, JP, FR, UK, IN, etc.) with strong sensitivity for cultural differences
  • High level of energy, enthusiasm, and passion

 

Experience and Qualifications required

  • A bachelor’s degree in computer science, Engineering, or similar discipline desirable
  • Customer service experience highly desirable
  • At least three years hands-on IT support desk experience, primarily in financial sell side support and service delivery
  • Professional technical certifications highly desirable
  • ITIL certifications desirable
  • Previous experience working in a fast-paced global IT team highly desirable


 

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