Systems Engineer

Job Summary

The resource will be performing Service Desk role for a global real estate services company during regular business hours. There will be fixed weekend off and no phone support during holidays for Japanese speaking countries

Responsibilities

• Answer client calls requesting for Japanese TSC support
• Process Japanese Self-service tickets
• Familiar with Active Directory
• Has basic knowledge with O365
• Preferably has Service Desk background and knowledge with SNOW
• Develop and maintain AI-enabled chatbot solutions to improve customer interaction and support.
• Manage and resolve incidents efficiently ensuring minimal disruption to service desk operations.
• Collaborate with networking teams to ensure seamless connectivity and system performance.
• Utilize ServiceNow to streamline service desk processes and enhance user experience.
• Monitor Windows systems to ensure optimal performance and security.
• Provide technical support and guidance to service desk staff enhancing their problem-solving capabilities.
• Implement best practices in incident management to reduce response times and improve resolution rates.
• Analyze service desk data to identify trends and recommend improvements.
• Coordinate with cross-functional teams to ensure alignment of IT services with business objectives.
• Conduct regular system audits to ensure compliance with company policies and standards.
• Develop documentation and training materials to support service desk operations.
• Engage in continuous learning to stay updated with the latest technologies and industry trends.
• Contribute to the companys mission by ensuring reliable and efficient IT services.

Qualifications

• Possess strong expertise in AI-enabled chatbots and their application in service desk environments.
• Demonstrate proficiency in networking concepts and their implementation in a corporate setting.
• Exhibit experience in incident management with a focus on rapid resolution and user satisfaction.
• Have hands-on experience with ServiceNow leveraging its capabilities to enhance service desk operations.
• Show proficiency in Windows systems ensuring their stability and security.
• Display excellent communication skills facilitating effective collaboration with team members.
• Hold a degree in Computer Science Information Technology or a related field.

Certifications Required

ITIL Foundation Certification is a plus