Summary:
The position is in charge of daily Enterprise level application maintenance and support and responsible for delivering proficient technical support in both languages to internal and external stakeholders, ensuring effective communication and issue resolution across language barriers. They directly report to the Assistant Manager of the team. Some amount of flex time, overtime, or scheduled weekend work will also be required to meet business needs.
Essential Functions:
• Provide technical support for incoming queries and issues related to applications supported by the team, by troubleshooting, diagnosing causes, and providing solutions.
• Direct requests and unresolved issues to the designated resource.
• Communicate and coordinate with internal departments.
• Provide feedback on the efficiency of the customer service process.
• Consistent availability to work in an office environment.
• Collaborate with team members to provide support to customers.
• Identify and implement updates, corrections, and improvements to applications.
• Address bugs, security vulnerabilities, and performance issues and then apply patches.
• Install, configure, and maintain tools such as compilers and runtime libraries.
• Ability to create and maintain standardized processes.
• Utilize Change Management Process to obtain approval for environment changes.
• Daily time management and accurate time reporting.
• Configure license information.
• Create and test application installation scripts and patches.
• Support emergency changes or business requests.
• Create and Maintain documentation for applications, incidents, and their known resolutions as well as common best practices of Enterprise Level Systems.
• Propose preventative maintenance methods & quickly troubleshoot server problems that may arise.
• Provide off-hours support as needed, both onsite & remotely.
• Demonstrate the capability to communicate and read Japanese, enabling the seamless interaction with Japanese-speaking stakeholders.
• Availability to work in the client’s or customer’s location as required.
Required Education and Experience:
• Bachelor’s degree in computer science, or related field
• Bilingual with Japanese-English especially in speaking and reading
• 1-2 years’ experience in IT support or related field.
• Basic computer skills
• Microsoft Outlook/E-mail capability
• MS-Office Capability (Word, Excel and Power-point etc)
• Prior experience in troubleshooting technical issues
• Experience with server such as Linux and Windows is plus
• Having automotive R&D knowledge is plus
• Knowledge/hands-on experience on IT networking and scripting is plus
• Knowledge of cloud (AWS, Azure) is plus
Competencies:
• Act with integrity and professionalism.
• Excellent verbal and written communication skills.
• Excellent interpersonal, negotiation, and conflict resolution skills.
• Excellent organizational skills, attention to detail
• Ability to prioritize tasks and to delegate them when appropriate.
• Problem Solving/Analysis skills.
• Proficient with Microsoft Office Suite.
• Should be a good team player.
• Proficiency in document management.
Other Duties:
Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.
Position Type/Expected Hours of Work:
This is a full-time position. Working hours: 8:00am - 5:00pm EST. Some amount of flex time or overtime will be required to meet business needs. Scheduled weekend work will also be required from time-to-time to meet business needs.
