IT Support Specialist
Role Overview
The IT Support Specialist serves as the primary point of contact for all end-user technical inquiries. The core mission of this role is to triage and resolve general IT incidents and service requests through active engagement and technical proficiency.
The IT Support Specialist is dedicated to achieving a high First-Call Resolution (FCR) rate, minimizing downtime, and sustaining organizational productivity by acting as a vital interface between the workforce and IT infrastructure.
Job Responsibilities
Incident & Request Management:
・ Answer and manage all inbound IT support duties, requests, and incidents (via phone, email, chat, or ticketing system).
・ Accurately log, categorize, prioritize, and assign all support duties and tickets in the ticketing system.
・ Resolve 70-85% of common issues on the first contact using established knowledge base articles and logical troubleshooting steps.
・ Ensure every ticket has some response or action taken by the close of business (COB) daily.
・ Clearly document all professional activities within an assigned ticket on the same business day; failure to do so constitutes a non-performance of duties.
Escalation and Hand-off:
・ Properly escalate unresolved tickets to Level 2 (L2) or Level 3 (L3) support when necessary (e.g., if unresolved after 2 full working days or 4 hours for high-priority issues, or when resolution requires elevated permissions or deeper technical knowledge).
・ Before escalation, document the Issue Reproduction, all Troubleshooting Performed, a Root Cause Hypothesis, and relevant Hardware Details in the ticket.
・ Escalate suspected outages or issues affecting multiple end-users, including filling out the Critical Incident Form.
End-user & Account Management (Google Workspace Focus):
・ Manage the non-automated parts of end-user on-boarding and off-boarding, including creating, modifying, and disabling accounts in the Google Workspace Admin Console as well as CRM System.
・ Reset Google Workspace passwords, troubleshoot login issues, and manage basic end-user information.
・ Manage membership for common Google Groups (distribution lists, shared inboxes).
Windows & Hardware Support:
・ Perform basic troubleshooting for the Windows operating system (e.g., freezing, slow performance, driver issues).
・ Install, uninstall, and troubleshoot standard company software on Windows devices.
・ Diagnose and resolve common issues with corporate hardware (desktops, laptops, monitors, peripherals, and company-managed mobile devices).
・ Coordinate simple hardware replacements and maintain/order stock of replacement hardware via the official Procurement Form.
Connectivity & Network Basics:
・ Troubleshoot basic Wired and Wireless (Wi-Fi) network connectivity issues.
・ Utilize basic network tools (like ipconfig, ping, trace route) to diagnose local network problems.
Documentation & Knowledge:
・ Ensure the GuideBook (GB) is updated on the same business day a change is made.
・ Create, review, and update troubleshooting articles and procedures for the Apex IT Knowledge Base (KB).
・ Actively channel end-users towards utilizing the self-service IT Knowledge Base.
Monitoring and Maintenance:
・ Perform daily/weekly/monthly/yearly cleanliness and tidy-up checks for the Internal Server Room(s)/exposed racks (e.g., aisle clearance, debris removal, cable management, dusting).
・ Monitor and ensure environmental control standards for the server room are within the optimal range (Air Temperature: 18°C to 27°C; Relative Humidity: 40% to 60%).
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Job Requirements
・ Proven ability to diagnose common hardware and software issues, including credential management and connectivity troubleshooting.
・ Exceptional professionalism, empathy, and excellent communication skills for interacting with all end-users.
・ Strict adherence to all organizational security policies and protocols, including data handling and password management.
・ Commitment to high standards of ticket documentation and logging of all support activities.
・ Ability to work an on-site coverage rotation, maintaining a physical presence in the Annex office for a minimum of 6 hours per week.
・ Ability to self-manage assigned projects and tasks to ensure timely completion.
・ Fulltime 100% office job, not a work from home position
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Preferred Requirements
・ Familiarity with basic Windows Command Line Interface (CLI) tools (e.g., SFC, DISM, NETSH).
・ Experience with Google Chrome configuration and Google Workspace settings.
・ Knowledge of the corporate Mobile Device Management (MDM) system, Mosyle.
・ Proactive approach to continuous technical training and self-evaluation of technical knowledge.
・ Experience with Problem Management, including implementing Root Cause Analysis for recurring major incidents.
・ Fluent Japanese
Fulltime, company benefits, competitive salary, yearly company trips and events, and fruits twice a week.
