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Summary:

- Resource must live in Japan and be onsite 5 days a week at PIMCO office in Japan.

- Resource must be bilingual in English/Japanese

We're seeking an Executive Desktop Services Technician to join our dynamic team. This role requires a balance of technical expertise, interpersonal skills, and a commitment to providing top-notch support. The technician will provide comprehensive technology support remotely and in person to the "C-suite" at our client. This support includes a broad scope of mobile, desktop, laptop, remote access, collaboration platforms & A/V technologies used to conduct daily business. In addition to possessing the required technical skills/experience, this individual must have the interpersonal and communication skills to engage with senior executives.

Objectives of this role

     Provide quick and effective assistance with information technology systems      Guide executives remotely and in person through systems configuration, troubleshooting, and maintenance      Listen attentively to executives questions and concerns and offer optimal solutions      Prioritize executive satisfaction in all communications, directing unresolved issues to next-level personnel

Responsibilities

     Provide personalized, white-glove technical support, ensuring prompt resolution of their IT issues and concerns      Build and maintain strong client relationships, ensuring their technology needs are met and exceeded      Respond to tech inquiries via email, online chats, over the phone, or in person      Walk executives step-by-step through the problem-solving process      Help with troubleshooting hardware and software      Follow up with executives to ensure satisfactory service      Keep accurate records of support interactions, issues, and resolutions to maintain a thorough knowledge base for future reference      Communicate feedback to the appropriate internal team members and management      Ability to escalate complex or urgent issues to senior level support or management as needed.      Participate in on-call rotation and provide after-hours support as needed.      Participate in the creation and updating of knowledge articles      Travel may be requested as needed      Support of events may be required as needed      Any other duties as assigned

Skills and qualifications

     Excellent problem-solving and analytical skills      Comprehensive knowledge of computer systems and experience troubleshooting hardware and software      The ability to break down technological processes and deliver clear, step-by-step instructions      Patient, friendly demeanor with a great aptitude for listening      Strong verbal and written communication skills      Tenacious, with good follow-up and attention to detail      Commitment to providing exceptional customer service      Passion for problem-solving and customer service      Tech-savvy, with experience working in a tech-related field      Ability to diagnose and resolve a variety of technical issues      Team-oriented mindset with an openness to constructive feedback      Eagerness to learn new technologies and systems

Requirements

     At least 5 years supporting internal desktop systems software and hardware, application training, and overall incident ownership and management      3+ years working in support of desk side services with a specific focus on supporting executive levels and their assistants      At least 3 years supporting Microsoft Desktop/Laptops, Apple technologies devices, and network connectivity      Advanced knowledge of iOS and Android mobile devices      Knowledge of Office suite tools, Productivity tools: Office 365, Calendar, Zoom, WebEx & MS Teams      Excellent project and time management skills and the ability to manage expectations in a deadline-driven environment      Strong proficiency in verbal and written communication      Must be comfortable working under pressure and supporting C Level Executives      Must possess excellent client facing skills and a strong capacity to communicate and build trusted relationships      Excellent customer service skills, analytical troubleshooting abilities, and strong verbal and written communication skills to produce clear and concise information. Work well within a team environment and keep superior informed on all issues      Willingness to travel locally and internationally to provide on-site support when required      CompTIA A+ and/or CompTIA Net+ is a plus      MCSA (Microsoft Certified Systems Administrator/Solutions Associate) or MCSE (Microsoft Certified Systems Engineer) MCITP Microsoft Certified IT Professional, MCSE (Microsoft Certified Solutions Expert) is a plus      CCNA or CCIE-Cisco certifications is a plus

Reference
CR/123810_1738079594

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