Wintel Japanese Speaking Engineer

Job description

JOB SUMMARYProvide technical expertise and judgments to support (Wintel) technical solutions that support complex business needs in accordance to ITSM process (Incident, Problem and Change Management)ProfileBachelor Degree in any IT discipline or equivalent work experience on related field.
Preferably with Professional certification – MCSE, MCP, MCTS, MCITPMinimum 2 to 3 years’ experience within IT Operations, infrastructure services support (Systems and/or Network management), operations monitoring and end user support.
Minimum 2 years of Windows Server systems administration, including hardware experience in enterprise environmentExcellent understanding of ITSM\ITIL processes, preferably ITIL trained.
Must be able to demonstrate troubleshooting and problem solving in a systematic and logical mannerGood communication and customer service skills and the ability and desire to work in a collaborative team environment.
Independent and able to work with little or no supervisionAble to work on 24x7 shift rotationGood communication in Japanese and English.
Responsibilities & Activities1. Responsible for Technical Content of the Incident Management Services.
Resolve routine in-scope technical incidents independently. Work with team members to resolve more complex incidentsBuild strong working relationship with Shift Lead, SMT, Incident Lifecycle team and other technology teams.
Good awareness of the customers’ business and in-depth knowledge of the customer’s environment and support processes.
Complying with the ITSM & SLA standards by observing the Incident Management lifecycle processes.
Be proactive to anticipate issues or situations which impact service availability and critical response time, and take necessary mitigation steps by escalating to management’s attention, where appropriate.
Support and assist the Documents Owner for documentation libraries for responsible areas, ensuring compliance with internal standards; also accountable for updating the documentation.
Proactively provide assistance to Level 1 engineers, resolve problems and issues escalated by Level 1 engineersMaintain high level of technical competency in relevant technologies in the team.2. Multi-disciplinary process quality definition \ improvement.
Contribute in quality and productivity improvement projects, providing analysis of information.
Ensure the following of processes and best practices outlined by the Team Lead and Management.
Provide technical consultation to the Level1, Shift Manager / Lead and Customer Service Agent during escalations.3. Technical Skill Levels & Training requirements.
Follow training plans, requirements and schedules as outlined by the Team Lead.
Complete and keep up to date with all Mandatory trainings. (ITSM, Security Fundaments, Standards of Business Conduct, Environmental Health and Safety, Standards of Personal Conduct) 4. Case ManagementEnsure all cases are acted upon conscientiously and in the framework expected according to the SLA.Provide clear and unambiguous communication within Incident Management case tools with frequent and timely updates.
Provide clear and unambiguous communication via email or voice, whichever appropriate, with customer on service request incident.
Chase any outstanding teams for case updates as appropriate, whether internal or external, ensuring that cases are resolved in a timely manner and do not breach SLA, else when required escalate to the Technical Supervisor / Customer Service Agent.
Work as part of a team, which may be physically located on the same premise, virtual and/or global5. Change Management / ImplementationRaise Change request to fixed incident trigger within customer infrastructure.
Coordinate the implementation of change  task with Level 3, Validate before accepting change requests,  Ensure changes are supported with documentation,Implement work orders related to change activities/solution to meet customer infrastructure need and within area of technical responsibility6. Problem Management/Root Cause InvestigationTrigger problem management by creating problem tickets
- e.g. through high severity incident, observation of trends.
Assist in root cause investigation.

Desired profile

Core CompetencyMust be a Service and Customer orientated team player. Flexible, self-motivated with the ability to work under pressure in an International and culturally diverse organization.
Must possess the ability to prioritize and perform multiple tasks.
Good motivational skills plus verbal and written communication skills, strong command of English Language. Must be additionally fluent in at least one of the common languages of the supported customer (dependant on region). Fluent in local languages advantageous.
Good working knowledge NT platforms, and Networking Infrastructure (Workgroup, Domain, Gateway, DNS, WINS, DHCP,AD)Good understanding of and working experience in installing Operating Systems patches and Windows Service Packs.
Working experienced in operating Windows platform environment, including MS Clustering, backup operations, Middleware applications (Terminal Services, Citrix) and IISWorking knowledge in Windows Active Directory, TCP/IP, Networking, Server Health Check, Remote Access tools (PCAnywhere or VNC or Terminal Server or Citrix), IIS, DNS and DHCPWorking experience in  Virtualization(VMWARE) and Citrix is an advantageAbility to multi-task and prioritize assigned tasks, problems and requests.
Ability to understand a customer's complex organizational structure and support processes, with multiple regions, countries, sites, contact points, processes, people, cultures, etc.
Ability to proactively learn new technologies, processes and other skills, able to proactively search for solutions from knowledge bases, support documentation, and other information resources. Keen interest in continual learning and professional development.
Demonstrated ability to adapt to a changing and work under high pressure environment