ヘルプデスクサポートエンジニア/Help Desk Support analyst
Internship Tokyo, JAPAN
Job description
【業務内容】
· 新規入所者のPCキッティング作業
· ユーザーからのリクエストに対する、ソフトウェアのインストール、ハードウェアの支給、設置等
· ユーザーからのリクエストに対する、フォルダ、ファイルアクセス権の設定
· ソフトウェア（MS Office、その他Windows標準ソフトウェア）のトラブルシューティング
· ハードウェア（デスクトップ、ラップトップ、モニター、その他PC周辺機器、複合機、プリンター、PBX電話機、iPhone、その他AV機器）のトラブルシューティング
· 社内Wi-Fi接続のサポート
· リモートアクセス、VPN、Citrixのサポート
· iPhone等、スマートフォンでのMobile Device Managementのサポート
· 海外ITチームへのエスカレーション、設定依頼（主にEメール）
· Active Directoryを使用したユーザー、グループ管理
· ITオペレーションに関するマニュアルやドキュメントの作成
【求められる能力】
· 対人コミュニケーション能力
· 同時進行で複数タスクをこなす能力
· 物事を論理的に説明できる能力
· 問題について切り分けできる能力
【必須技術条件】
· １年以上の社内ヘルプデスクサポート経験
· Windows10, Outlookのサポート経験
· Active Directory操作経験
· ネットワークの基礎知識
· 英語の読み書き（経験ゼロでも学習意欲があれば可）
【尚可技術条件】
· 中級程度の英語レベル
· Office 365サポート経験
· モバイルフォンの設定経験（iPhone, Android）
· Windowsサーバーの操作経験と知識
· VBA (Excel, Access)
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English ver:
General Purpose
Provide 1st and 2nd level user support on company issued computers and applications and platforms. Troubleshoot problems and advise on the appropriate action.
Main Job Tasks and Responsibilities
· PC kitting for new employees
· Install applications, setup hardware
· Setting of access permission for folders and files
· Troubleshoot applications and windows OS related
· Troubleshoot hardware (Desktop, Laptop, Monitor, Peripheral Devices, Multi Function Printer, Telephone, iPhone, Video Conference System)
· Support for remote access (VPN, Citrix)
· Support Mobile Device Management (MaaS360)
· Escalate requests and issues to regional team for 2nd or 3rd level support
· User and Group management using Active Directory
· Create user guide for new IT operation
Education and Experience
· At least 1 year in-house helpdesk support experience
· Working knowledge of Wintel fundamental operations of relevant software, hardware and other equipment
· Knowledge of relevant call tracking applications
· knowledge and experience of customer service practices
· Related experience and training in troubleshooting and providing help desk support
· Intermediate English skills
Key Competencies
· Oral and written communication skills
· Learning skills
· Customer service orientation
· Problem analysis
· problem-solving
· Adaptability
· Team interaction
· Attention to detail
· Stress tolerance
Technical Skills
· Windows 10 fundamental knowledge and operation experience
· Active Directory operation
· Office 365, Outlook
· MS Office over 2013
· Fundamental knowledge LAN and Network
· Mobile setting up – iPhone, Android
· Hardware – Wintel PC
· Citrix, Remote Desktop
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