YC46665
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ELIGIBLE APPLICANTS:
- (O) Eligible visa: Permanent residence, Spouse, Partner, YMS, Graduate (more than 18 months remaining on your visa)
- (X) NOT eligible: Student visa, Requiring visa sponsorship
WORK STYLE: On-site at the client site
VISA SUPPORT: Not available
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Type: Permanent, full-time
Salary: £25-30k depending on experience
Working Hours: Monday to Friday, 9:00-17:30
Start Date: ASAP
Location: City of London

IT Support Engineer Main Responsibilities:
Daily Operation
• Provide 1st line level of technical or business system support via telephone, email, and online tickets
• Support, maintain, and improve customer services
• Assist other team members in Europe or back office/project members
• Assist customer HQ in Japan and third-party vendors
• Work proactively to ensure prompt resolution of support cases, timely project completion, and the highest levels of customer satisfaction
• Understand and comply with the customer’s IT policies and procedures

Administrative Tasks (based on customer requirements)
• IT compliance reporting and tasks, e.g., SOX compliance, user ID/device inventory updates
• Produce monthly IT reports and newsletters
• Update and maintain intranet contents
• User support for user ID management systems and other internal systems

System Integration / Maintenance Services
• Support system integration and maintenance tasks on behalf of the customer
• Maintain related documents, including user manuals
• Summarise customer requirements for system integration services

Project Management
• Act as project coordinator as a representative of the customer
• Assist other on-site engineers in implementing project work at the customer site
• Monitor project progress and adjust as necessary to ensure successful completion
• Coordinate internal and external meetings; prepare and distribute agendas, minutes, and correspondence

Liaise with Customer HQ in Japan & Third-party Vendors
• Liaise with the customer’s HQ in Japan, other EMEA offices, and third-party vendors
• Handle inquiries to vendors on behalf of the customer in both Japanese and English
• Manage and control service/product delivery by third-party vendors

Customer Management
• Cooperate with other on-site support engineers to deliver excellent customer service
• Listen carefully to customer requirements or requests and escalate to Supervisor/Line Manager
• Report customer complaints immediately to Supervisor/Line Manager

IT Support Engineer Ideal Candidate:
Essential:
• 1 year or more experience in a helpdesk or call centre role within the IT infrastructure industry
• Good documentation skills (e.g., customer reports, manuals)
• Good team player and ability to collaborate with project members
• Basic understanding of networking (LAN, WAN, Wi-Fi)
• Highly proficient in Microsoft 365 products (Word, Excel, Outlook, PowerPoint, MS Teams)
• Business-level verbal and written communication skills in Japanese and English
• Excellent communication skills with clients, end users, and third parties
• Ability to work flexibly on own initiative and as part of a team
• Ability to prioritise and manage own workload

Desirable:
• Experience using Microsoft 365 apps like SharePoint Online, OneDrive, MS Forms
• 1 year or more working experience in a Japanese company
• Experience as a Project Manager or Project Management Assistant
• Ability to interpret and process large, complex information
• Excellent writing skills, able to produce clear and accurate documentation for a range of audiences

** All applicants for the IT Support Engineer must have the right to work in the UK without any restrictions as the Company is not able to offer visa support.

**YMS and graduate visa holders with more than 18 months remaining on their visa may also apply, depending on their experience.