Job Summary

This role delivers advanced technical support for Windows environments, leveraging bilingual proficiency in Japanese and English to resolve complex incidents. The individual conducts in-depth troubleshooting, root cause analysis, and contributes to operational excellence through knowledge sharing and process improvement, directly impacting customer satisfaction and security posture.

Key Responsibilities

1. Provide advanced technical support in Japanese and English by analyzing and resolving complex Windows OS incidents escalated by analysts, ensuring adherence to quality and security standards.
2. Perform root cause analysis using Windows diagnostic tools and document findings in both Japanese and English to drive effective long-term solutions.
3. Update and manage the technical knowledge base in Japanese and English, ensuring documentation reflects current troubleshooting procedures and solutions for Windows environments.
4. Coach and train team members and new analysts on Windows troubleshooting techniques and Japanese-language support protocols, fostering skill development within the team.
5. Resolve complex tickets within agreed SLAs using Windows administrative tools, collaborating with internal support teams to maintain seamless operations and a strong security posture.
6. Ensure positive customer experiences by achieving high First Call Resolution rates and minimizing case reopens through effective communication in Japanese and English.

Skill Requirements

1. Advanced Proficiency In Windows Operating System Administration, Including Troubleshooting, Incident Analysis, And Security Management.
2. Advanced Proficiency In Using Windows Diagnostic And Remote Administration Tools (Event Viewer, Powershell, Active Directory).
3. Advanced Ability To Update Knowledge Bases And Technical Documentation In Both Japanese And English.
4. Advanced Knowledge Of It Security Practices And Incident Response Within Windows Environments.

Other Requirements

1. JLPT N2 or higher certification (optional but valuable).
2. Microsoft Certified: Windows Server Hybrid Administrator Associate (optional but valuable)