Incident Management: Receive and respond to inquiries via email and phone, resolve them timely and effectively within established Service Level Agreements (SLAs).
System Monitoring: Monitor multiple systems, servers, and POS equipment using various monitoring tools, proactively identifying and addressing potential issues.
Troubleshooting: Diagnose and resolve technical issues related to servers, POS equipment, and other supported systems.
Server Management: Perform server backups, maintenance, and operational tasks to ensure system stability and availability.
Reporting: Generate regular reports on system performance, incidents, and other relevant metrics for stakeholders.
Communication: Communicate effectively with internal teams and external clients, especially Japanese-speaking clients and counterparts, providing clear and concise updates on incident status and system performance.
Collaboration: Collaborate with other team members to resolve complex issues and improve overall system performance.
Qualifications:
Experience in IT support with a focus on server management and network troubleshooting.
Experience using monitoring tools.
Monitoring operations using management tools.
Strong understanding of server operating systems (Windows).
Experience in POS system
Monitoring alerts using management tools.
*Ability to follow procedures (power OFF/ON settings, manual operations, stopping and restarting OS on virtual platforms).
Excellent problem-solving and analytical skills.
*Excellent written and verbal communication skills in Japanese. (N1 or N2)
Ability to work independently and as part of a team.
Ability to work effectively under pressure and manage multiple priorities.
*Able to work on a rotating shift schedule, including weekends and holidays.
*Must be able to work in the designated project room at the head office.
Training will be provided to the successful candidate.
