IT Officer (Japan)

About this role

Position Overview

The IT Officer’s role is to support and maintain IT systems and infrastructure. This includes installing, diagnosing, repairing, maintaining, and upgrading hardware and equipment while ensuring optimal workstation performance. They will also troubleshoot problem areas in a timely and accurate fashion, and provide end user training and assistance where required.

Benefits

● Hybrid working style (Up to 3 days WFH per week

● Flexible working hours (Core time 10:00 A.M to 4:00 PM)

● WFH Allowance (Based on company regulation)

● Company holidays (9 in 2025) in addition to national public holidays

● AIG medical insurance, transportation, retirement fund

● Monthly company events, company travel and more

● Female-friendly environment

● Strong career path

● An office consist over 36 different cultures

Responsibilities

Strategy & Planning

● Assist in preparing, maintaining, and upholding procedures for logging, reporting, and statistically monitoring PC and network performance

● Accurately document instances of hardware failure, repair, installation, and removal

● Assist in developing long-term strategies and capacity planning for meeting future computer hardware needs

● Support development and implementation of IT-related projects

● Maintain up-to-date knowledge of hardware and equipment contracts and supervise contract-based installations

● Aid in development of business continuity and disaster recovery plans, maintain current knowledge of plan executables, and respond to crises in accordance with business continuity and disaster recovery plans

Operational Management

● Work with end users to identify and deliver required PC service levels

● Liaise with, and provide training and support to, end users and staff on computer operation and other issues

● Install, configure, test, maintain, monitor, and troubleshoot end user workstation hardware, peripheral devices, and networking hardware products

● Install, configure, test, maintain, monitor, and troubleshoot associated end user workstation software and networking software products.

● Perform on-site analysis, diagnosis, and resolution of complex PC problems for a variety of end users, and recommend and implement corrective hardware solutions, including off-site repair as needed

● Receive and respond to incoming tickets/messages/emails/calls regarding PC and/or hardware problems

● Maintain an inventory of all monitors, keyboards, printers, and other peripherals and equipment

● Monitor and test PC performance and provide PC performance statistics and reports

● Construct, install, and test customized configurations based on various platforms and operating systems

● Liaise with third-party support and PC equipment vendors in English and Japanese

● Provide guidance to junior members of the team if required

Qualifications

● Helpdesk/Network support experience preferred (Fast learners are welcome)

● Business level English with good command in writing and spoken

● Basic understanding of Windows environments

● Familiarity with common software (Google Suites, Google Chrome, Microsoft 365, and etc.)

● Basic hardware knowledge (PCs, laptops, phones, tablets, peripherals, and etc.)

● Basic level of network knowledge (LAN, Wi-Fi, IP, VPN, DNS; conceptual understanding is fine.)

● Ability to follow troubleshooting steps and document issues for ticketing system and shared document

Skills

Communication Skills

● Clear, polite communication (especially with non-technical users)

● Good listening skills and patience, able to explain technical issues in simple terms

● Logical troubleshooting approach (Able to explain diagnose process, justify with information an IT issue, and etc.)

Problem-Solving & Initiative

● Problem-Solving & Can-do mindset

● Willingness to ask questions and escalate appropriately

Learning Agility

● Curiosity and eagerness to learn about new tools, systems, or projects

Composure & Resilience

● Resilience Calm under pressure

Professionalism & Work Ethic

● Professional attitude (punctual, reliable, respectful) while remaining flexible and easygoing

Note: This job description is not intended to be all inclusive. You may perform other duties as negotiated to meet the ongoing needs of the organization.