シニアデジタルサポートエンジニア【ハイブリッド勤務】

募集要項

仕事内容

（雇入れ直後）
• Leadership & Mentoring: Provide technical guidance to Digital Support Engineers and act as a point of escalation for complex or high-impact issues
• Project Ownership: Lead or contribute to cross-functional projects such as new roll rollouts, migrations, service desk transformations, etc. Own documentation and knowledge base improvements for complex systems.
• Local Scheduling of Technicians: Coordinate and manage the local scheduling of Digital Support Engineers, ensuring timely response to high-priority incidents and project-based work. Serve as the primary liaison between the Service Desk & field support teams to optimize technician availability and workload distribution. Monitor ticket queues and proactively assign tasks based on technician skillsets, location & urgency.
• Service Desk Automation: Design and implement automation solutions to streamline service desk processes and improve efficiency.
• Incident Management: Develop tools and systems to enhance incident tracking, resolution, and reporting.
• Major Incident Management: Deep-dive into major incident management to identify root-cause analysis for outages and how to prevent in the future.
• Integration: Integrate digital solutions with existing ITSM platforms (e.g., ServiceNow) to ensure seamless operation.
• Data Analytics: Analyze service desk data to identify trends, insights, and opportunities for improvement.
• Collaboration: Work closely with other digital engineers, IT teams, and other stakeholders to understand needs and develop appropriate solutions.
• Testing and Quality Assurance: Conduct testing and quality assurance to ensure digital solutions meet performance and reliability standards.
• Documentation: Maintain comprehensive documentation of digital solutions, including design specifications, user guides, and technical manuals.
• Support and Maintenance: Provide ongoing support and maintenance for digital solutions, addressing any issues or bugs that arise.
• Technical Support
　o Provide a deep level of technical support to end-users via different omni-channel experiences such as phone, email, text and chat.
　o Troubleshoot and resolve hardware, software, and network issues.
　o Assist with user account management, including password resets and access permissions.
　o Perform routine system maintenance and updates.
　o Monitor system alerts and proactively address potential issues.
　o Assist in the deployment and configuration of new hardware and software.

• Incident and Request Management
　o Log and track all incidents and service requests in the ticketing system, including thorough documentation for all troubleshooting steps performed.
　o Escalate complex issues to higher-level support teams as necessary.
　o Ensure timely resolution of issues to meet service level agreements (SLAs).

• Documentation and Reporting
　o Maintain and update documentation for common issues and solutions.
　o Generate and analyze reports on service desk performance and metrics.

• Customer Service
　o Provide excellent customer service and maintain high levels of user satisfaction.
　o Provide training and guidance to end-users on IT best practices and tools.

• Collaboration and Continuous Improvement
　o Collaborate with other IT teams to ensure seamless support and service delivery.
　o Participate in continuous improvement initiatives to enhance service desk processes.
　o Participate in IT projects and initiatives as needed.

• Compliance and Asset Management
　o Conduct regular audits of IT assets and inventory management.
　o Ensure compliance with IT policies and procedures.
　o Contribute to the development and implementation of disaster recovery plans.

• Professional Development
　o Stay updated with the latest technology trends and advancements.

応募条件

【必須事項】

• High school diploma or equivalent experience.
• Minimum of 5 years of experience in a technical support or service desk role, with at least 2 years in a senior or lead role
• Strong knowledge of IT service management (ITSM) frameworks, such as ITIL.
• Strong knowledge of IT asset management (ITAM)
• Excellent customer service and relationship management skills.
• Demonstrates initiative and flexibility.
• Proficiency in incident, problem and service request management.
• Excellent communication and interpersonal skills.
• Fluent in written and verbal business Japanese and English
• Ability to diagnose and resolve technical issues efficiently.
• Ability to work under pressure and manage multiple tasks effectively.
• Accustomed to operating in a KPI driven environment
• Experience coordinating local technician schedules and managing on-site support logistics

【歓迎経験】

• Associate’s or bachelors degree in Information Technology, Computer Science or a related field
• More than 5 years of experience in a technical support or service desk role.
• Advanced knowledge of network protocols, cybersecurity principles and cloud services.
• Proven ability to handle high-pressure situations and manage multiple tasks simultaneously
• Previous experience of working in cGMP environment
• Knowledge of Digital Experience (DEX) solutions and how to leverage them to identify root-cause analysis
• Experience with service management tools (e.g., ServiceNow).
• Familiarity with Microsoft products (e.g., Teams , OneDrive, M365, Server Operating systems, Azure, InTune, AutoPilot, etc).
• Knowledge of machine learning and artificial intelligence
• Additional certifications as CompTIA A+, ITIL Foundations (or higher), etc

【免許・資格】

【勤務開始日】

応相談

学歴

高校卒以上

雇用形態

正社員

試用期間

試用期間原則なし

勤務地

転勤の有無

転勤なし

受動喫煙防止措置

屋内禁煙

勤務時間

フレックスタイム制
フルフレックス（コアタイムなし）
本社：8:45～17:45（月～木）、8:45～16:00（金）

勤務開始日

応相談

休日休暇

完全週休2日制
年間有給休暇：　
法定休暇：年次有給休暇、産前産後休暇、介護休暇
特別休暇：夏季休暇、年末年始休暇
その他休暇：祝日、5月1日　育児休業制度

年収・給与

年収　　800万円～　経験により応相談

諸手当

裁量労働手当、住宅手当、通勤手当　等

昇給

あり

賞与

あり

採用人数

若干名

待遇・福利厚生

通勤手当：有
寮・社宅：有
住宅手当：有

各種制度

雇用保険：有
労災保険：有
厚生年金：有

選考プロセス

１）書類選考
２）一次面接
３）二次面接
４）最終面接