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IT Support Engineer (Level 2) | Onsite, Global Healthcare Technology Company, Tokyo HQ | Bilingual JP/EN
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About the Role
We are seeking an experienced Level 2 IT Support Engineer to work onsite at the Tokyo headquarters of our client — a global healthcare technology company. You will operate as the primary point of contact for all IT support matters at the site, while collaborating closely with a globally distributed IT team.
This is a high-visibility role with genuine ownership: you'll take full responsibility for the local environment, keeping users productive and services running smoothly. As the trusted onsite presence, you'll bridge the gap between the Japanese-speaking local users — including VIP users — and the wider global IT organization, making professional-level Japanese language skills essential.
What You'll Do
Provide Level 2 support for desktops, laptops, printers, and peripherals
Troubleshoot hardware, software, OS, Outlook, and application-related issues
Install, configure, and support Windows OS and Office 365 environments
Manage Active Directory, user accounts, access management, and group policies
Troubleshoot LAN/Wi-Fi, VPN, DNS, DHCP, and remote connectivity issues
Handle ticket resolution, incident management, and root cause analysis
Coordinate with L3 teams and vendors for major incidents and escalations
Support system upgrades, patching, imaging, and asset management
Provide remote and onsite support while ensuring SLA compliance
What You Bring
3–5 years of experience in Desktop / End User Support
Experience in enterprise or corporate IT environments
Professional-level Japanese language skills to support local Japan end users, including VIP users
Strong knowledge of Windows 10/11, Office 365, and Outlook
Experience with Active Directory and remote support tools
Good understanding of networking concepts (TCP/IP, DNS, DHCP, VPN)
Experience using ticketing tools such as ServiceNow, Remedy, or Jira
Knowledge of endpoint security and antivirus tools
Strong troubleshooting, communication, and user-handling skills
