Onsite Technical Support Engineer

The Onsite Technical Support Engineer is responsible for superior customer service providing friendly face-to-face support for the overall technology needs of Company customers. The service covers all company issued devices, including personally owned Apple devices, as well as company systems and applications support. 
 
RESPONSIBILITIES 
 
• Friendly response and ownership of issues and requests presented by walkup guests 
• Address issues raised via social media (Yammer) and other written formats including email 
• Document and report on all work performed on behalf of customers 
• OS imaging, software install/configuration, account creation 
• Maintain accurate inventory and support records 
• Work with service providers to expedite and resolve issues impacting productivity 
• Produce verbal and written status reports with emphasis on high-profile issues 
• Adhere to company and business unit policies and standards 
• Establish and maintain relationships with service providers, manufacturers, resellers and contractors 
• Exercise discretion as appropriate 
• Proactively monitor, assess and address support requirements 
• Create system and support documentation as required 
 
REQUIREMENTS 
 
• Apple Certification – ACMT or similar 
• Extensive knowledge of Apple products 
• Superior customer service and people skills 
• Friendly and approachable demeanor and professional appearance 
• Enthusiasm, resilience, and a positive attitude 
• Well-developed sense of urgency and ability to multitask 
• Must enjoy working on a team and sharing responsibilities 
• Must be an exceptional communicator 
• Field experience supporting a variety of technologies and services (see below) 
• Advanced technical abilities including solid troubleshooting skills applicable to Apple, Windows, in both physical and virtual environments 
• Strong networking knowledge and familiarity with TCP/IP protocol, Microsoft Exchange, and Active Directory 
• Ability to work and complete projects with minimal supervision 
• Attention to detail 
• Ability to juggle time and resources to meet or exceed expectations in high-profile situations while maintaining professionalism under pressure 

LIST OF TECHNOLOGIES – (Inclusive of, but not limited to) 
 
Mac OS, Windows OS, Linux or UNIX experience NOT required but is a PLUS, iOS, Blackberry, Android, Active Directory, Cisco VOIP, JAMF Casper, Video Conferencing, remote connectivity (i.e. Apple Remote Desktop, LogMeIn, Bomgar, etc), Citrix, virtualization (i.e. vmWare or Parallels), VPN connectivity, TCP/IP networking, wireless and mobile networking, Mobile Device Management (i.e. MobileIron), Microsoft Office Suite, Microsoft Exchange (on-prem and Office 365 cloud), A/V equipment, Helpdesk ticketing systems (i.e. ServiceNow), hard drive encryption products (i.e. Apple Filevault, PGP, Credant), enterprise backup products (i.e. Connected Backup), SAP, SCCM, Microsoft deployment tools, network printing, consumer/home/soho network equipment (i.e. routers, switches, wireless access points, powerline ethernet adapters, etc.) 

Location:  

Working at Client office (Toranomon)  

Language skill: 

Language level for this position Japanese native, English Business level for writing, reading and speaking is necessary.