Helpdesk Support Engineer (Tier 2)
On-siteAzabu-jūban, Tokyo, Japan
Job Summary
Resolve technical escalations from Tier 1 support and own all communication with internal and external stakeholders while tickets remain in Tier 2. Reproduce issues, collaborate with Tier 3 colleagues on complex cases, and escalate tickets when applicable. Maintain high-level expertise in audio, video technology, and IT infrastructure, including Microsoft Teams Rooms and Zoom Rooms. Propose findings to the Global Customer Experience Knowledge & Learning Center to update support documentation and provide training to Tier 1 specialists. Ensure consistent adherence to the Global Customer Experience Escalation Ladder. Requires fluent English, 3–5 years in a similar role, and 20% travel capability.
Required Qualifications
- Local candidates
- Fluent in English
- High standard of personal integrity & professionalism
- Bachelor's degree in a related field or combination of relevant education and experience
- 3–5 years in a similar role
- Familiar with test processes and methodologies
- Proficient with Microsoft Office suite (Teams, Word, Excel, OneNote)
- Excellent organizational, time management, communication, and presentation skills
- Ability to lead meetings, present to an audience, and conduct solution training
- Excellent problem-solving and fault isolation skillset, a clear understanding of logic-based testing
- Thorough understanding of modern audio and video technologies but also commonly used collaboration solutions from various vendors, such as Teams, Teams Rooms, Zoom, Zoom Rooms, etc.
- 2+ years of experience installing and configuring headset/collaboration applications such as Zoom Rooms, MTR, and similar on Windows, macOS, Linux, ChromeOS, iOS, Android environments, including hands-on product implementation
- 2+ years of experience with similar products and solutions, such as DECT and Bluetooth RF technology
- Capability to explain complex setups and solutions
- Strong analytical and influencing skills
- Ability to assist in building and supporting business cases
- Excellent communication skills, both written and verbal
- Ability to travel up to 20%
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