Onsite IT Support Engineer (Level 2) | Bilingual JP/EN

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IT Support Engineer (Level 2) | Onsite, Global Healthcare Technology Company, Tokyo HQ | Bilingual JP/EN

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About the Role

We are seeking an experienced Level 2 IT Support Engineer to work onsite at the Tokyo headquarters of our client — a global healthcare technology company. You will operate as the primary point of contact for all IT support matters at the site, while collaborating closely with a globally distributed IT team.

This is a high-visibility role with genuine ownership: you'll take full responsibility for the local environment, keeping users productive and services running smoothly. As the trusted onsite presence, you'll bridge the gap between the Japanese-speaking local users — including VIP users — and the wider global IT organization, making professional-level Japanese language skills essential.

What You'll Do

Provide Level 2 support for desktops, laptops, printers, and peripherals

Troubleshoot hardware, software, OS, Outlook, and application-related issues

Install, configure, and support Windows OS and Office 365 environments

Manage Active Directory, user accounts, access management, and group policies

Troubleshoot LAN/Wi-Fi, VPN, DNS, DHCP, and remote connectivity issues

Handle ticket resolution, incident management, and root cause analysis

Coordinate with L3 teams and vendors for major incidents and escalations

Support system upgrades, patching, imaging, and asset management

Provide remote and onsite support while ensuring SLA compliance

What You Bring

3–5 years of experience in Desktop / End User Support

Experience in enterprise or corporate IT environments

Professional-level Japanese language skills to support local Japan end users, including VIP users

Strong knowledge of Windows 10/11, Office 365, and Outlook

Experience with Active Directory and remote support tools

Good understanding of networking concepts (TCP/IP, DNS, DHCP, VPN)

Experience using ticketing tools such as ServiceNow, Remedy, or Jira

Knowledge of endpoint security and antivirus tools

Strong troubleshooting, communication, and user-handling skills