Bilingual (Japanese Speaker) Helpdesk

We are looking for a highly motivated Service Desk professional to deliver exceptional service to both internal and external stakeholders. This role is integral in ensuring seamless operations by providing high-quality technical assistance and resolving complex IT-related issues efficiently.

You will serve as a key point of contact for troubleshooting and support, handling escalations, and ensuring timely resolution of technical concerns across systems, applications, and hardware environments. Key Responsibilities

Diagnose, troubleshoot, and resolve complex issues related to desktop hardware, software, and systems

Manage and respond to escalated technical incidents, including identifying system bugs, design flaws, and performance issues

Provide support for highly technical and sophisticated products, including customer installations and user training

Perform IMAC (Install, Move, Add, Change) activities and support data backup and restoration as required

Ensure all service requests and incidents are resolved within defined Service Level Agreements (SLAs)

Collaborate across teams and stakeholders to ensure proper ownership and resolution of issues

Maintain documentation and provide insights into recurring technical problems to improve overall system reliability

Develop strong familiarity with local and regional infrastructure and escalation pathways Work Setup: Hybrid (Onsite once per month)

Work Schedule: Day Shift Key Requirements

Fluent in both English and Japanese (written and spoken)

Proven customer support experience with a strong service-oriented mindset

Strong active listening and communication skills, with the ability to adjust to different customer needs

Ability to multitask effectively in a fast-paced environment

Strong analytical and problem-solving capabilities

High sense of urgency with a proactive approach to knowledge sharing

Team-oriented with a collaborative mindset

Certified in Japanese Language Proficiency (JLPT) Experience Required

At least 2 years of experience in Application Support / Service Desk

At least 2 years of hands-on troubleshooting experience in a professional environment Technical Skills

Solid experience supporting Windows and macOS environments

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