Job Description / Qualifications
Japanese IT company seeks for a Japanese Bilingual IT User Support Specialist.

Position: IT User Support Specialist or Sr. IT User Support Specialist
Division: Customer Support Division
Office: New York (Hybrid – Min 3 days/week in the office: Might require more office attendance for training purpose or if the business requires.)
FLSA Status: Non-Exempt
Salary Range: $72-76K for IT User Support,
$85-90K for Sr. IT User support
Language: Japanese, English Bilingual (both must be business level or higher)
Working Hour: M-F 9AM – 5PM

Tier 1/IT User Support Specialist – User Support
Provide technical assistance and support for incoming queries and issues related to computer systems, software, and hardware. Respond to queries either in person or over the phone and respond to email messages for customers seeking technical help. Install, modify, and repair computer hardware and software. Provide basic training for customers in the usage of computers and telecommunications systems.
Serve as the first point of contact for customers seeking technical assistance over the phone or email
Perform remote and onsite troubleshooting through diagnostic techniques and pertinent questions
Determine the best solution based on the issue and details provided by customers
Walk the customer through the problem-solving process
Direct unresolved issues to the next level of support personnel
Provide accurate information on IT products or services
Record events and problems and their resolution in the ticketing system
Follow-up and update customer status and information
Pass on any feedback or suggestions by customers to the appropriate internal team
Identify and suggest possible improvements on procedures
Train customers on proper use of hardware and software
Prepare FAQ manuals
Install and Configure Hardware and Software Component
Troubleshoot Hardware and Software inquires
Repair and Replace damaged hardware
Reimage PC to repair software issues
Provide and update technical documentation
Password management

Tier 2 / Sr. IT User Support Specialist- User Support and Consultation
Provides analytical expertise and assists in a variety of user support activities, including, but not limited to, pre-consultation on procurement of IT products; consultation and advice for end users in problem resolution; guidance for troubleshooting by self-diagnosis and detailed investigation; development of troubleshooting scripts for end user support and technical support in the setup, installation and configuration of desktop hardware and software based on experience; perform desktop application test to ensure compatibility and education and independent decision-making skills.
Participates in the design, testing and deployment of client configurations throughout the company.
Consults with end-users to determine the most effective use and control of the end user H/W, S/W, system functionality and support functions based on own knowledge and experience.
Develops documents, design, analyze, modify and test programs based on and related to specifications.
Develops training programs and materials as well as user instruction to improve business operations.