helpdesk engineer

Company Overview

An IT services and technology company is seeking a Helpdesk Engineer to provide onsite support within a customer environment.

This role offers the opportunity to work at the forefront of IT operations, supporting end users and ensuring a high level of service delivery. The successful candidate will play a key role in maintaining business continuity through technical support, Microsoft 365 administration, endpoint management, incident response, and day-to-day IT operations. This position is ideal for professionals who enjoy solving technical challenges, working directly with users, and developing their expertise across infrastructure and security support functions.

Key Responsibilities

• Provide onsite 1st and 2nd line IT support through face-to-face, email, telephone, remote access, and chat channels.

• Manage support tickets, ensuring accurate documentation, timely updates, and resolution of incidents and service requests.

• Support the administration of Microsoft 365, user accounts, endpoint devices, and related IT services.

• Prepare, deploy, replace, and support PCs, mobile devices, peripherals, and standard end-user equipment.

• Install, configure, test, and troubleshoot approved software and business applications.

• Perform initial troubleshooting and fault isolation for server and network incidents, escalating issues where required.

• Monitor security alerts, vulnerability status, and patch compliance, supporting operational security activities.

• Assist with incident response activities, including initial investigation, containment support, evidence collection, and escalation.

• Maintain operational documentation, procedures, configuration records, and support reports.

• Liaise with customers, vendors, and specialist technical teams to ensure effective issue resolution.

• Participate in operational meetings and contribute to continuous service improvement initiatives.

• Provide support outside normal business hours and occasional international travel when required.

Requirements

Essential

• Experience in IT Support, Helpdesk, or Desktop Support environments.

• Experience providing 1st and 2nd line support to end users.

• Strong customer service and communication skills.

• Experience supporting PCs, laptops, mobile devices, peripherals, and standard business applications.

• Familiarity with Microsoft 365 administration and user account management.

• Knowledge of Windows 11 and Microsoft Office applications.

• Experience with endpoint device administration and support.

• Business-level English communication skills, both written and verbal.

• Ability to create and maintain technical documentation, procedures, and reports.

• Strong organizational skills, time management, and attention to detail.

Desirable

• Experience with Active Directory and/or Microsoft Entra ID administration.

• Knowledge of Windows Server administration and incident troubleshooting.

• Basic understanding of networking technologies, including routers, switches, and firewalls.

• Experience with security tools such as Microsoft Defender, Prisma, or similar platforms.

• Knowledge of vulnerability management, patch management, and security alert monitoring.

• ITIL Foundation, Microsoft certifications, or other relevant technical certifications.

• Japanese language skills is a plus

• Previous experience providing onsite customer-facing IT support.