Japanese Bilingual IT User Support Specialist #12824

Provide technical assistance and support for incoming queries and issues related to computer systems, software, and hardware. Respond to queries either in person or over the phone and respond to email messages for customers seeking technical help. Install, modify, and repair computer hardware and software. Provide basic training for customers in the usage of computers and telecommunications systems.

• Serve as the first point of contact for customers seeking technical assistance over the phone or email
• Perform remote and onsite troubleshooting through diagnostic techniques and pertinent questions
• Determine the best solution based on the issue and details provided by customers
• Walk the customer through the problem-solving process
• Direct unresolved issues to the next level of support personnel
• Provide accurate information on IT products or services
• Record events and problems and their resolution in the ticketing system
• Follow-up and update customer status and information
• Pass on any feedback or suggestions by customers to the appropriate internal team
• Identify and suggest possible improvements on procedures
• Train customers on proper use of hardware and software
• Prepare FAQ manuals
• Install and Configure Hardware and Software Component
• Troubleshoot Hardware and Software inquires
• Repair and Replace damaged hardware
• Reimage PC to repair software issues
• Provide and update technical documentation
• Password management

Tier 2 / Sr. IT User Support Specialist- User Support and Consultation

• Provides analytical expertise and assists in a variety of user support activities, including, but not limited to, pre-consultation on procurement of IT products; consultation and advice for end users in problem resolution; guidance for troubleshooting by self-diagnosis and detailed investigation; development of troubleshooting scripts for end user support and technical support in the setup, installation and configuration of desktop hardware and software based on experience; perform desktop application test to ensure compatibility and education and independent decision-making skills.
• Participates in the design, testing and deployment of client configurations throughout the company.
• Consults with end-users to determine the most effective use and control of the end user H/W, S/W, system functionality and support functions based on own knowledge and experience.
• Develops documents, design, analyze, modify and test programs based on and related to specifications.
• Develops training programs and materials as well as user instruction to improve business operations.

Pay: $72,000.00 - $90,000.00 per year

Do you have experience in Training & development?