Junior IT Support Engineer (Tokyo) - Near-Native Japanese and English Required

About Ten

Ten is a leading global lifestyle management company with operations in over 24 locations worldwide and more than 1,300 employees.
Over the past few years, Ten has undergone significant infrastructure transformation across desktops, networks, applications, virtualisation, and data centres.
As we continue to invest in technology and innovation, we are looking for an ambitious Junior IT Support Engineer to join our Global IT team and actively support these ongoing transitions.

This role focuses on providing end-user IT support for internal stakeholders, including desktops, laptops, mobile devices, desktop applications, and other client-facing technologies.

Key Responsibilities

• Work in a hybrid environment, primarily within a Service Desk setting
• Provide telephone-based IT support to internal users in Japan and globally
• Deliver onsite desktop support for locally based users in the Tokyo office
• Monitor incoming tickets and triage them to appropriate team resources
• Respond to incidents, service requests, queries, and complaints in a timely, polite, and empathetic manner
• Take ownership of assigned incidents and service requests, ensuring resolution within SLA
• Actively contribute as a team member to achieve individual and team objectives
• Serve as the primary IT contact for the Tokyo office, including engagement with senior business stakeholders
• Manage and take ownership of all IT hardware used by local employees
• Build strong relationships with local users and represent the Global IT Support team positively
• Escalate technical or hierarchical issues when necessary
• Liaise with global technology teams to resolve dependencies and issues
• Coordinate with third-party vendors providing services to Ten
• Maintain continuous personal development with support from your line manager
• Perform other duties as assigned by management

Working Hours

• Main shift: 9:00 AM – 6:00 PM (local time)
• Working days: Saturday to Wednesday

Requirements:
Required Technical Skills & Qualifications

• Experience with Windows 11 and Active Directory
• Basic knowledge of firewalls, security concepts, antivirus, backup software, and email troubleshooting
• Strong troubleshooting skills across AD, servers, workstations, databases, and networking
• Experience with Office 365 and Azure cloud services related to desktop computing
• Hands-on experience supporting enterprise desktop applications (MS Office, O365, Chrome, Internet Explorer)
• Advanced troubleshooting of Microsoft OS, desktop hardware, and Mac devices
• Installation and support of workstations, servers, and print/scan devices
• Ability to guide users verbally through issue resolution when remote access is not possible
• MCSE certification (preferred)
• CCNA certification (advantageous)
• Working knowledge of ITIL methodology (preferred)
• Willingness to obtain relevant certifications as required by the business
• Fluency in both English and Japanese

Required Competencies

• Strong written and verbal communication skills in both Japanese and English

• Highly motivated with a strong interest in technology and technical detail
• Trustworthy and able to perform effectively under pressure
• Well-organised with the ability to communicate technical topics clearly to non-technical users
• Comfortable working with third-party vendors (e.g. Microsoft)
• Able to produce clear, accurate, and professional documentation
• Professional telephone manner and adaptable communication style
• Strong listening skills with the ability to interpret user needs accurately
• Team-oriented, collaborative, and supportive of colleagues
• Effective workload management against defined targets
• Ability to maintain and continuously develop technical skills
• Experience working in high-pressure and complex system environments
• Quick learner with the ability to adopt new technologies
• Able to work independently with minimal supervision
• Positive attitude and strong personal energy

Benefits:
• Comprehensive social insurance coverage
• Maternity leave, postnatal leave, and childcare leave
• Caregiver leave
• Free snacks and drinks provided in the refreshment room
• After completion of the probation period, remote work is possible approximately 2–3 days per week
• Sabbatical Leave Employees who have been with the company for milestones such as 5 or 10 years are eligible to take up to one month of leave

Find out more at: https://www.tengroup.com/

**Only applicants who meet the relevant technical, location requirements and understand the shift work competencies will be considered for this position**