|部署・役職名||Field Service Technician|
Field Service Technician Reports To: Hiring Manager / Account Delivery Manager Business Unit: Global Delivery Network, Workplace＆Mobility Function: End User Field Support Position Summary Engineer is responsible for performing on－site support of Desktop, Workstation, Laptop, End－node LAN/Voice and other technologies as required. Prompt courteous response to customers as they make contact for technical assistance. Visibility and availability to the customer is essential. Engineers will have ability to carry out some administrative tasks along with technical tasks. Call logging and call ownership is imperative to the position. Also, managing few member’s performance as team lead. Position Pre－requisites
【歓迎（WANT）】⚫ Outstanding software and hardware skills.
⚫ Strong technical background, able to provide 1st ＆ 2nd level support. Desktop skills must include 2－3 years supporting Windows OS as 7,8,10, MS Office and other common MS product
⚫ Excellent problem diagnosis and solving skills.
⚫ High degree of motivation to solve problems.
⚫ Excellent communication skills. Able to deal with customers at all levels and in all situations, while portraying a customer focused service attitude always. Has the ability to quickly establish rapport with customers.
⚫ Ability to work under pressure.
⚫ Excellent verbal and written communication skills. Attention to detail, including full ticket documentation and completion. ⚫ Works with a minimum of supervision.
⚫ Highly developed interpersonal skills.
⚫ Can assess workload and make recommendations for improvement.
⚫ Help Desk and Remedy experience.
⚫ Bilingual capability: Fluent Japanese and Business English Job Responsibilities
⚫ Meet or exceed customer service levels.
⚫ Be available and visible to the Customers during business hours.
⚫ Rigorously follow a defined staffing schedule to assure optimal customer service.
⚫ Resolve all Field Services tickets or requests to Customer’s satisfaction in a timely manner.
⚫ Use of Helpdesk tools to log/assign/monitor/analyze client calls.
⚫ Manage Hotline phone and mailbox.
⚫ Log every problem （break/fix） and service request. Record enough information about every call: first and last name; good short description; detailed documentation for event log.
⚫ Immediately escalate severity one and severity two problems to Site or Team Lead.
⚫ Maintain ownership through the life of a ticket or request.
⚫ Eliminate repeat problem calls.
⚫ Communicate and report call status to the Customer daily.
⚫ Problem and Escalation Management.
⚫ Prioritization of work.
⚫ Develop and maintain an effective relationship with key Customer management.
⚫ Communicate technical issues in terms appropriate to the Customer and escalate issues to
⚫ the Service Delivery Managers as required
⚫ Complete special projects as assigned by Team Leader or Service Delivery Manger as representative desktop support team.
⚫ Continually improve current quality processes and procedures where required. Knowledge, Skills and Experience Years of Experience 3＋ yrs. Level of Education Higher Level School＋ Windows Certification Business Environment Complex Contribution Group Professional Language English （Business） and Japanese （Fluent） Technical • Windows－7 and upper, • Basic knowledge of WAN, LAN and IP • Basic knowledge of Active Directory • MS Office Product （Excel, Word, PPT） and Access is preferred • Email Client （Lotus Notes, MS Outlook is essential） • Printing future support from Windows OS • Hardware support experience （Desktop/Laptop/Wyse/Server/Network Switch/Printer/Peripherals） Key Accountabilities and Responsibilities Technology
⚫ Provide technical and administrative support of Desktop Equipment （hardware, peripherals and software） in an onsite capacity
⚫ Ability to use help desk tools to log/monitor/close client calls
⚫ Maintain awareness of developments in the information technology industry
⚫ Maintain systems software and hardware documentation and where appropriate asset system information
⚫ Liaise with relevant Lines of Service （LOS） to provide first level technical LAN/WAN support, system backups （servers, where required） and emergency site visits （server down, etc.）.
⚫ Perform systems management including LAN desktop management
Keeps current with tools to enhance team performance and achieve team objectives People
⚫ Serves as customer service representative in support of applicable systems, application, products and services
⚫ Be a team player contributing to knowledge and support to other members of the team
⚫ Experience to manage resource, task and staff’s performance as team leader Customer
⚫ Maintain a high level of Customer satisfaction
⚫ Foster an understanding of the technology goals/strategies of the customer so that they can pre－empt possible support needs/issues
⚫ Co－operate professionally and effectively with customers and staff
⚫ Maintain knowledge of customer environment, business priorities and requirements in a
⚫ pro－active manner, including contractual, SLA’s, Subscriptions and future expectations Business
⚫ Maintain awareness and knowledge of supported account SLAs and performance KPIs
⚫ Adhere to all site Health and Safety, Quality and Security procedures and all operational standards and working practices Financial
⚫ Conform to all procedures within the budgetary control proces