IT Support Specialist - Tokyo

About the Team

The IT Services and Support team is responsible for providing seamless, efficient, and reliable IT solutions across the organization. We handle frontline IT support, manage vendor relationships and equipment inventory, and continuously improve our processes and documentation to enhance the overall employee experience.

About the Role

As an IT Support Specialist, you will be the first point of contact for troubleshooting hardware, software, and network issues. Your responsibilities include resolving incoming support requests, coordinating with vendors for equipment procurement, repairs, and maintenance, and actively participating in process and systems improvement initiatives.

We’re looking for people who are customer-focused, technically proficient, and proactive in enhancing IT processes. You should excel at clear communication with both technical and non-technical stakeholders, have robust expertise in IT systems (with a strong background in macOS, and ideally Windows), and thrive in collaborative, fast-paced environments.

In this role, you will :

Act as Frontline IT Support : Serve as the primary point of contact for troubleshooting hardware, software, and network issues, ensuring prompt and reliable resolution of employee requests.

Manage Vendors and Equipment : Coordinate with vendors for procurement, repairs, and maintenance while managing hardware and software inventories to maintain secure, up-to-date, and standardized systems.

Improve Support Systems and Processes : Collaborate with cross-functional teams to identify opportunities for improvement, support the creation and maintenance of repeatable workflows (such as onboarding and device imaging), and contribute innovative ideas during IT team meetings.

You might thrive in this role if these describe your qualifications :

Excellent native level communicator in both Japanese and English - extremely articulate and eloquent in Japanese. You are also able to communicate nuanced concepts and processes to your English-speaking counterparts at HQ and around the globe.

Have strong technical expertise in macOS (with a working knowledge of Windows as a plus), identity and device management (e.g., Azure AD, Jamf, Intune), and enterprise collaboration tools like Google Workspace, Office , Slack, and Atlassian products.

Demonstrate excellent written and verbal communication skills, ensuring clarity and professionalism in both internal and external interactions.

Excel at troubleshooting and problem-solving within Mac and macOS environments, ensuring smooth operations for users.

Have experience orchestrating high-production all-hands events, managing the AV and technical aspects to ensure successful outcomes.

Are experienced with ServiceNow, leveraging it for IT service management (ITSM) to streamline processes, track incidents, and ensure efficient support ticket handling and resolution.

Are highly driven and motivated, with a proactive approach to problem solving and continuous improvement.

Exhibit precision and attention to detail in your work, consistently delivering high-quality results.

Possess a customer-first mindset and the ability to clearly articulate technical details to diverse audiences.

Are proactive in process improvement and vendor management, with added value in mentoring junior team members, automating workflows via scripting or low-code tools, and managing IT projects as a bonus.