Japanese IT company seeks an IT Support Technician / Systems Engineer.
*This position is hybrid and requires the new hire to commute to the office about twice a week.

Location: 1. Downtown NYC, NY (HQ), 2. Torrance, CA, 3. San Jose, CA, 4. Phoenix, AZ (Customer), 5. Honolulu, HI (Customer)
Division: Customer Support Center (CSC)
Customers: Companies mainly Japanese in tri-state area and other states
Report to: TBD
Visa Support: H-1B/Green Card

Summary:
IT Support Technician to help build out, maintain, and troubleshoot infrastructure (Hybrid Cloud or
On-premises) for customers mainly in the Americas and Aisa regions as a part of a talented team of
engineers that demonstrate superb technical competency, delivering infrastructure and ensuring the
highest levels of availability, performance, and security.

Responsibilities:
• Provide 1st to 2nd-level support
o Manage and monitor all installed systems and infrastructure
o Proactively ensure the highest levels of systems and infrastructure availability
o Maintain security, backup, and redundancy strategies
o Write and maintain custom scripts to increase system efficiency and lower the human intervention time on any tasks
o Participate in the design of information and operational support systems
o Liaise with vendors and other IT personnel for problem resolution Requirements
• Updates job knowledge by participating in educational opportunities; reading professional publications; maintaining personal networks; participating in professional organizations
• Accomplishes information systems and organization mission by completing related results as needed

Server/Cloud/PC/Application:
• Install, configure, test, and maintain operating systems, application software and system management tools
• Monitor and test application performance for potential bottlenecks, identify possible solutions, and work with developers to implement those fixes
• Installing, configuring, and troubleshooting Microsoft/VMWare based environments, virtualization, and containerization (e.g., VMware, Veeam, VDI, WVD) and monitoring systems (PRTG, etc.)
• Endpoint solutions such as Symantec, Trendmicro, CrowdStrike
• Cloud solutions such as Microsoft Azure, M365, AWS, Cisco Umbrella, Proofpoint

Networking:
• Scripting, networking (OSI network layers, TCP/IP)
• Establishes and maintains network performance by building network configurations and connections, troubleshooting network problems for managed customers onsite/remotely
• Establishes networking environment by designing system configuration, directingsystem
• Installation, defining, documenting, and enforcing system standards
• Maximizes network performance by monitoring performance; troubleshooting network problems and outages; scheduling upgrades; collaborating with network architects on network optimization
• Secures network system by establishing and enforcing policies defining and monitoring
access
• Reporting network operational status by gathering, prioritizing information, managing
projects

Level 1 (Entry Level)
• Manage large amounts of inbound and outbound calls in a timely manner.
Work Environment & Physical Demand:
Work Environment Work is typically performed in an office environment.
Lifting Must be able to occasionally lift and/or move up to 50 pounds.
Physical Sight Able to read and analyze data in hard copy and on a computer screen; ability to measure or identify using eyesight.
• Identify customers’ needs, clarify information, research every issue and provide solutions and/or alternatives.
• Identify and escalate issues to supervisors.
• Build sustainable relationships and engage customers by taking the extra mile.
• Keep records of all conversations in our call center database (Ticketing System, Customer Documents) in a comprehensible way.
• Manage and monitor customer’s installed systems and infrastructure using our ALERT (PRTG) System.
• Meet personal/team qualitative and quantitative targets.

Level 1.5 (Intermediate Level)
• Isolate the issue what are the customer are experiencing and delegate to the correspond team for assistance.
• Troubleshoot beginner stage of technology issue for the customer.
• Management and resolve customer complaints.
• Liaise with vendors and other IT personnel for problem resolution Requirements

Requirements:
• Networking Experiences
o Firewall, Switch, Wireless Access Point, VPN
o Cisco, Meraki, Fortigate, Juniper
o CCNA is preferred
• Servers/Virtualization/Cloud Experiences
o Microsoft/Virtualization certification is preferred
o Windows/Azure/AWS servers and Windows PCs/WVD/AVD
o VMWare, Veeam, Symantec, Trendmicro, CrowdStrike, Umbrella, Proofpoint
• At least 1-2 years as IT Engineer experience
• Business-level English communication skills are required
• Business-level Japanese communication skills are strongly preferred
• Must be able to travel and work at clients' sites
• Must be able to occasionally lift and/or move up to 50 pounds.

Not required but following certification is a plus and encouraged to take
- Cisco CCNA, CCNP
- Microsoft MSCA, MCSE for Cloud Platform and Infrastructure, Core Infrastructure and Mobility
- AWS Solution Architect


Hours:
Mon-Fri, 9am~5pm with 1-hour paid lunch

Salary:
Up to $55K for entry level candidates (Non-Exempt)
$60K~100K for experienced candidates (Exempt, DOE)