Company Description

At SquareTrade, we help our customers when they need us most. As the market leader of protection plans, we touch the lives of millions of people across the world. We partner with some of the largest, most sophisticated retailers and carriers in the world (The Home Depot, Walmart, Target, Amazon, Costco, and T-Mobile to name a few), consistently win industry awards, have received tens of thousands of 5-star reviews... and we’re just getting started. A member of the Allstate family, SquareTrade has headquarters in San Francisco and London; and offices in Tokyo, Japan and Brisbane, Australia. Our success is due to our focus on delivering great service to our customers through a modern, digital platform.

Job Description

We are seeking a detail-oriented and efficient IT Help Desk professional to join our team in Tokyo, Japan. As an IT Help Desk Technician, you will be the first point of contact for our employees' IT-related issues, providing prompt and effective technical support to ensure smooth operations across the organization.

Provide primary response for user requests to the Help DeskFollow procedures and guidelines (including documentation) for the Help Desk operationsMonitor and inform users on status of their support issuesPerform Setup and deployment of end-user hardware and softwareInvestigate and research solutions for hardware and software problems that ariseTroubleshoot technical difficulty with PC hardware and software issues, Internet, network applications, configurations, and peripheral equipmentAdd/change users and/or permissions and rights in Active DirectoryManage mobile device management systems and enrollment of devices

QualificationsMust be able to come into the Tokyo office for in-person IT onboarding whenever there is a new hire.Fluency in Japanese and English languages1-3 years of experience in IT support or a related fieldProficiency in IT support ticketing systems and remote desktop softwareStrong knowledge of various operating systems (Windows, macOS, Linux)Familiarity with network troubleshooting and basic IT infrastructureExcellent problem-solving skills and attention to detailOutstanding communication skills, both verbal and writtenAbility to explain technical concepts to non-technical users clearly and patientlyBasic programming and scripting knowledgeIT certifications such as CompTIA A+, ITIL Foundation, or Microsoft Certified: Modern Desktop Administrator Associate (preferred)Ability to work in a fast-paced environment and manage multiple prioritiesStrong customer service orientation and a positive attitude

Additional Information

Our core values:

Customer Obsessed: treat every customer as if you were that customerInnovate: never stop asking how we can do things betterBe an Entrepreneur: use resources wisely. Creativity, smart execution, and long-term thinking are free.Make an Impact: be passionate about what you do. Make a difference. Get stuff done.People Come First: Hire the best. Then respectfully challenge them to do their best.Integrity: be honest, be humble. Be you. With our customers, clients, competitors and each other.

Benefits of Joining SquareTrade:

Paid volunteer day and community involvement.Monthly allowances for phone/internet, wellness, and professional development.Access to comprehensive mental health resources.Inclusive hybrid work model.Regular company socials to celebrate our collective achievements.