技術サポートエンジニア/ Technical Support Engineer

A global software company is looking for a Technical Support Engineer. The selected candidate will provide first-line technical support, troubleshoot customer issues, manage support cases, document solutions and contribute to the technical knowledge base.

Responsibilities:

• Serve as the first point of contact for B2B clients via telephone, email and web conferencing
• Triage, categorise and prioritise incoming support cases
• Resolve routine technical issues using documented procedures and the knowledge base
• Perform initial troubleshooting, log collection and basic log analysis
• Escalate complex cases to senior engineers with clear and complete case notes
• Own assigned cases from intake through resolution or escalation
• Keep customers updated and progress cases in a timely manner
• Document customer interactions accurately and within SLA in the CRM tool
• Contribute to the knowledge base by drafting and improving technical articles
• Work closely with senior Technical Support Engineers and team leads
• Seek coaching and feedback to develop technical expertise

Requirements:

• More than 2 years of experience in IT support, service desk or system administration
• Foundational understanding of Linux operating systems, networking including TCP/IP and general IT infrastructure concepts
• Ability to quickly learn, understand and explain technical information
• Strong customer-service mindset with the desire to take ownership of client issues through resolution or escalation
• Ability to follow documented processes and SLAs
• Fluent level Japanese

Preferred requirements:

• Familiarity with MS Office 365, Azure, VMware ESX(i), Microsoft Hyper-V, Microsoft Exchange Server administration, SQL/Oracle databases or Windows Server administration
• Practical understanding of TCP/IP, operating systems and firewall configuration
• Awareness of REST API concepts

About the Company:

A global software company specialising in data protection, backup, recovery and cloud data management solutions. The company helps organisations protect their data and ensure business continuity across modern IT environments.

Keywords:

テクニカルサポート, ITサポート, システム管理, データ保護, データバックアップ, データリカバリ, 求人, 外資系

Job Ref: UZSHRV