Technical Support Specialist

Page 1 of 4
Technical Support Specialist
Global Multi－Vendor IT Services Company!
募集職種
人材紹介会社ビジョンコンサルティングサービシズ株式会社
求人ID 636746
勤務形態正社員
勤務地東京都 23区
給与 600万円 ~ 1000万円
更新日 2017年01月06日 17:34
応募必要条件
職務経験 1年以上
キャリアレベル中途経験者レベル
英語レベルビジネス会話レベル
日本語レベルビジネス会話レベル
最終学歴大学卒：学士号
現在のビザ日本での就労許可が必要です
募集要項
Our client is a global multi－vendor IT services company based in France, looking for a Technical Support Specialist to
join their international team.
You will be providing technical support to calls opened by customers, offering first log analysis and initial remedy action
plans, as per internal processes.
－ Works on cases routed by dispatchers, using logs provided by customer to start diagnosing the issue, asking for
additional logs and command results if needed
－ Establish a diagnosis within 90 minutes after case reception, or trigger appropriate case escalation
－ Elaborate Action Plan to remedy to the issue, based on existing AP data base, but customized to meet customer
specific situation
Page 2 of 4
－ Assist remotely technician executing the Action Plan, supporting him for additional questions, maintaining ownership
and accountability, or in some cases executing himself the Action Plan in customer premises.
－ Maintains current knowledge of new product upgrades and features.
－ Works with Sales team to ensure customer satisfaction and appropriate billing charges for new and existing customers
in case of case not covered through our standard contracts
－ Interfaces with Accounting, Dispatch and L3 organizations to ensure customer issues were addressed and resolved.
－ Performs other duties as assigned.
－ Ability to read and interpret documents such as OEM guidance documents, operating and maintenance instructions,
and procedure manuals.
－ Ability to write routine reports and correspondence.
－ Ability to speak effectively before groups of customers or employees of organization.
－ Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form.
－ Ability to deal with problems involving several concrete variables in standardized situations.
1. Handling of escalations:
· In case of customer escalation in the region, taking ownership of the case, to ensure full alignment of internal resources
towards the fastest possible resolution of the
issue : Engineering, Supply Chain, external resources if needed
· Ensure extremely clear communication towards the customer, and regular update, as well as towards management as
per escalation matrix, to ensure all needed tools （local purchases, air transport of part and/or technical expert, etc…） are
made available when needed
· Coordinate Root Cause Analysis if required by customer to close the case
2. Customer operation reviews
· For selected group of customers in the region, coordinate regular （monthly or quarterly） operation review session
· Prepare review material （ticket list, SLA levels confirmation, improvement plans follow－up if applicable, etc…） for such
meeting
· Involve management whenever needed in case of specific history or issues needing additional support
スキル・資格
－ Minimum 5 years related work experience.
－ Knowledge of some Servers, Storage and Networks environment （Sun Solaris, HP, IBM, EMC, Cisco, Unix）
－ Systems administration （Unix, Linux and/or Windows Servers）
－ Networking （TCP/IP, DNS）
－ Experience communicating with customers
－ Should be able to know how to extract logs from system （Sun explorers, EMC SP collect, HP ADU etc…）
－ Strong multi－tasking skills
If you would like to learn more about this position or would like to hear about other opportunities then please apply or
email:
[email protected]
Page 3 of 4
Hanae Monsaingeon
ハナエ・モンサンジョン
Candidate Manager
Vision Consulting Services K.K.
TEL: +81(0)3-5765-2626
会社概要
Based in Tokyo, Japan, Vision Consulting Services K.K. primarily supports multinational IT firms with Japan offices.
Our range of HR services include Executive Search, Permanent Placement & Temporary Staffing services.
We specialize in recruiting mid-career to senior bilingual Japanese professionals for a diverse range of industries, with
particular expertise in Information Technology. Our clients include Software Vendors, IT Consulting and System
Integrators, Hardware & Telecommunications, and Web Services companies We are a licensed recruitment agency for
both Permanent and Temporary Staffing services, much of our business comes from referrals and long-term clientele.
We are Hiring at Vision Consulting Services K.K. in Tokyo!
For more information please visit: www.visionconsulting.jp
Vision Consulting Services K.K. www.visionconsulting.jp is very pleased to announce our recent acquisition by GPlus
Media Co., Ltd. http://gplusmedia.com , GPlus Media Co., Ltd. Is a pioneer media company targeting the international
community in Japan and abroad and member of Fuji Media Holdings, Inc. (FMH) http://www.fujimediahd.co.jp/en/
Press Release: GPlus Media Co., Ltd.
Press Release: Fuji Media Holdings, Inc. (FMH)
Company name:
Vision Consulting Services K.K.
Founder:
Curtis Mackenzie
Business:
Staffing & Human Resource Solutions
Employees:
15-20 (Including Main Office and “Haken” Onsite staff)
Address:
Minami Azabu, TMD Building 7F
Minami Azabu 2-12-7, Minato-ku, Tokyo, 106-0047
t. +81(0)3-5765-2626
f. +81(0)3-5765-2627
Page 4 of 4
Licences:
Recruitment License #13-ユ-302146
Temporary Staffing License # 特13-307468
Capitalization:
35,000,000 JPY

Download Report