Key Responsibilities

• Promote excellent customer service, effective response times and provide expert insights into general support issues. 
• Enforce quality of service guidelines for dealing with customers, completing services, and overall customer satisfaction. 
• Travel to data centers or client sites for on-site technical work. 
• Support infrastructure projects in collaboration with Project Managers and external vendors. 
• Troubleshoot infrastructure issues in coordination with distributors and manufacturers. 
• Analyze incident trends, propose and develop preventive solutions, and process improvements. 
• Investigate suspected security events and security vulnerabilities in coordination with PSOC team and CSIRT team.

Skills & Qualifications

• Design and implementation Skills: Cloud Solution (AWS, MS365), Virtual Machine (vSphere, Hyper-V), Virtual Desktop, Windows Server (Active Directory, Entra ID, Intune, Exchange), Unix Server (Redhat, SMTP server), Authentication Infrastructure (SSO, Entra ID, Okta). 
• Excellent Operation and Troubleshooting Skills: Monitoring (AWS CloudWatch, Solarwinds), Active Directory, GPO, Authentication, Access Privilege, Security (SES, Defender, Cybereason, Deep Security). 
• Experience in dealing with difficult interpersonal situations regarding support issues. 
• Strong analytical mindset and sound judgment, with a continuous focus on quality, efficiency, and service improvement. Strong organization skills and a strong sense of work quality and services improvement. 
• The ability to execute under management direction while collaborating seamlessly with internal technology teams and users 
• Excellent written and verbal communication skills in English. 
• Basic Japanese language skills required, as the position requires communication with the company's Headquarters regarding projects and operations.

Certifications

• Preferred Certifications:: AWS, Microsoft 365, Security, ITIL, or PMP

In Our Offices

Our core business hours are 9 - 5:30 with one hour lunch in between. May be required to work beyond normal business hours including weekend and holiday, or to travel for business when necessary. This positions require in-person office attendance 2 days per week.