IT support Engineer
Wolters Kluwer · Tokyo
As an L2 IT Support Engineer, you will be responsible for the ongoing support, maintenance, enhancement, and operation of workplace technology, computer systems, and telecommunications services. In this role, you will provide advanced technical support to the business, handling complex end-user requests, L2 incidents, and service issues through phone, email, self-service portals, or direct hands-on engagement with user systems.
You will troubleshoot and resolve non-standard technical issues, ensuring timely restoration of services and a high-quality user experience. Additionally, you will provide operational and project-based support for local and global server-hosted applications, acting as hands-and-feet support where required.
This is an on-site, office-based position that requires a physical presence at the designated location. Remote work is generally not available for this role.
Essential Duties & Responsibilities:
- Provide advanced onsite and remote technical support for company-issued desktops, laptops, mobile devices, printers, peripherals, and associated workplace technologies.
- Deliver end-user support through multiple channels, including phone, email, chat, and self-service portals, ensuring timely resolution and an excellent customer experience.
- Troubleshoot, manage, and resolve complex Tier 2 and Tier 3 incidents, service requests, and security-related issues, coordinating with internal teams and external vendors as required.
- Install, configure, maintain, and support operating systems, enterprise applications, collaboration tools, and endpoint security solutions.
- Provide advanced user guidance and training on workplace technologies, including Microsoft 365, endpoint management platforms, and security best practices.
- Manage endpoint lifecycle activities, including provisioning, deployment, refresh, recovery, decommissioning, and secure disposal.
- Maintain accurate hardware and software inventories, ensuring compliance with corporate asset management, licensing, and audit requirements.
- Administer and organize IT storage facilities, stock management processes, and spare equipment inventories.
- Coordinate and manage loaner equipment programs, including device checkout, returns, asset tracking, and inventory reconciliation.
- Manage operating system deployments, software packaging, updates, patching, and compliance activities.
- Coordinate hardware break-fix services, warranty repairs, vendor escalations, and replacement activities to minimize business disruption.
- Diagnose and resolve advanced hardware, software, networking, mobility, and workplace technology issues.
- Utilize and support enterprise management platforms including Microsoft Intune, Microsoft Configuration Manager (MECM/SCCM), Microsoft 365, Copilot, BigFix, Autopilot, Active Directory, and related endpoint management and collaboration solutions.
- Support security compliance initiatives, endpoint protection, vulnerability remediation, privileged access controls, and audit-related activities in accordance with corporate security policies.
- Ensure service level agreements (SLAs), response times, and customer satisfaction targets are consistently achieved.
- Create and maintain technical documentation, knowledge articles, standard operating procedures, and user support materials.
- Coordinate user onboarding, offboarding, and access management activities, including account provisioning, permission management, device allocation, and asset recovery.
- Support and administer Microsoft 365 services, including Exchange Online, Teams, OneDrive, SharePoint, and related collaboration platforms.
- Manage Windows Autopilot enrollment, device provisioning, deployment, and lifecycle management activities.
- Monitor and maintain endpoint security, compliance, encryption, and vulnerability remediation through enterprise security and management platforms.
- Collaborate with hardware, software, and service providers to coordinate repairs, warranty claims, escalations, procurement activities, and service improvements.
- Manage the complete lifecycle of IT assets, including procurement, deployment, inventory management, refresh planning, redeployment, and decommissioning.
- Support and maintain meeting room technologies, Microsoft Teams Rooms, audiovisual systems, conference devices, and associated collaboration technologies.
- Manage incidents, service requests, problems, and change activities in accordance with ITIL best practices using ServiceNow or equivalent IT Service Management (ITSM) platforms.
- Support the adoption and operational use of AI-powered workplace technologies, including Microsoft Copilot, Now Assist, automation platforms, and emerging digital workplace solutions.
Other Duties & Responsibilities:
You may perform other duties as assigned by management like:
- Plan, implement, centralize, optimize, and continuously improve workplace technology and infrastructure services.
- Identify opportunities for process improvement and automation, translating business requirements into scalable technical solutions.
- Independently lead infrastructure and workplace technology projects through planning, implementation, testing, deployment, documentation, operational handover, and quality assurance.
- Support the design, adoption, and enhancement of standardized global technology solutions while accommodating regional business requirements.
- Provide operational support and administration for core onsite infrastructure services, including Active Directory, DNS, DHCP, print services, storage solutions, and related technologies.
- Collaborate closely with global IT teams, vendors, and business stakeholders to deliver technology initiatives and maintain service excellence.
- Participate in disaster recovery, business continuity, security compliance, and risk mitigation activities as required.
- Contribute to technology refresh programs, office expansions, relocations, workplace transformations, and other strategic IT initiatives.
- Provide hands-and-feet support for local and global server, network, cloud, and infrastructure teams when required.
- Travel to regional or global Wolters Kluwer offices as necessary to support business operations, technology deployments, and project activities.
JOB QUALIFICATIONS
Required Qualifications
• Bachelor's degree in Information Technology, Computer Science, Engineering, or a related discipline, or an equivalent combination of education and relevant work experience.
・Fluent Japanese and business level English
- Minimum of 2 years of hands-on experience supporting Microsoft Windows desktop and server environments.
- Minimum of 2 years of experience supporting Microsoft Office / Microsoft 365 applications and services.
- Demonstrated experience in troubleshooting and resolving hardware, software, networking, and end-user technology issues.
- Experience supporting enterprise workplace technologies in a fast-paced business environment.
Preferred Qualifications
- Experience working within large-scale, enterprise IT environments supporting geographically distributed users and business functions.
- Proven experience collaborating with internal stakeholders, managed service providers, and third-party technology vendors.
- Strong knowledge of Microsoft Windows operating systems, client-server architecture, and endpoint computing technologies.
- Experience supporting Microsoft technologies including Active Directory, Azure Active Directory (Entra ID), Microsoft 365, Exchange Online, Teams, SharePoint, and OneDrive.
- Experience with endpoint management platforms such as Microsoft Intune, Microsoft Endpoint Manager (MEM), Microsoft Configuration Manager (MECM/SCCM), or equivalent solutions.
- Experience with device provisioning technologies such as Windows Autopilot.
- Working knowledge of endpoint security, vulnerability management, encryption, and compliance controls.
- Experience with IT Service Management (ITSM) platforms and ITIL-based service delivery processes.
- Experience supporting Windows 11, Microsoft 365, iOS, and mobile device management solutions.
- Working knowledge of infrastructure services including Active Directory, DNS, DHCP, print services, storage technologies, and basic networking concepts.
- Familiarity with virtualization technologies, Linux, macOS, and cloud-based workplace technologies is desirable.
- Microsoft certifications such as MCP, MCITP, MCSE, Modern Desktop Administrator Associate, Endpoint Administrator Associate, or equivalent certifications are advantageous.
- Additional industry certifications such as CompTIA A+, Network+, ITIL Foundation, HP, Dell, or Lenovo certifications are a plus.
Additional Skills, Knowledge & Abilities
- Demonstrates a strong customer-first mindset with the ability to deliver exceptional technical support and service experiences.
- Effectively listens to users, understands business needs, and proactively identifies solutions to resolve issues.
- Able to work independently with minimal supervision while effectively managing priorities and workload.
- Possesses excellent verbal and written communication skills in both English and the local language.
- Communicates effectively with technical and non-technical audiences at all levels of the organization.
- Thrives in a collaborative team environment and contributes to a culture of trust, respect, and continuous improvement.
- Demonstrates strong analytical and problem-solving skills with the ability to diagnose and resolve complex technical issues.
- Maintains composure and professionalism while working in high-pressure, fast-paced environments.
- Comfortable working in a global, multicultural organization with distributed teams and stakeholders.
- Takes ownership and accountability for deliverables, customer satisfaction, and operational excellence.
- Demonstrates a continuous learning mindset and remains current with emerging workplace technologies, industry trends, and best practices.
- Shows a genuine passion for technology, end-user computing, automation, and digital workplace innovation.
- Identifies opportunities for process improvement and actively contributes creative ideas that enhance service quality and operational efficiency.
Work Environment
- This is a full-time, office-based role requiring regular onsite presence at the designated company location.
- The role involves direct interaction with end users, workplace technologies, meeting room systems, and local infrastructure.
- Flexible or remote working arrangements are generally not available due to the operational nature of the position.
- Occasional travel to regional or global Wolters Kluwer offices may be required based on business and project needs.
Our Interview Practices
To maintain a fair and genuine hiring process, we kindly ask that all candidates participate in interviews without the assistance of AI tools or external prompts. Our interview process is designed to assess your individual skills, experiences, and communication style. We value authenticity and want to ensure we’re getting to know you—not a digital assistant. To help maintain this integrity, we ask to remove virtual backgrounds and include in-person interviews in our hiring process. Please note that use of AI-generated responses or third-party support during interviews will be grounds for disqualification from the recruitment process.
Applicants may be required to appear onsite at a Wolters Kluwer office as part of the recruitment process.