L1 Support Consultant

Job description

Join our team and start a new adventure in an international and dynamic environment where you will be able to fulfil your career expectations in a fast-growing organization.

As an L1 Support Consultant , you will act as the first point of contact for technical queries, providing frontline support to users across a range of IT issues. You will ensure timely ticket handling, accurate troubleshooting, and clear communication throughout the support lifecycle. Your work will directly contribute to maintaining user satisfaction and IT service quality.

Your missions

Respond to customer inquiries and resolve technical issues where possible on the first interaction.

Serve as Single Point of Contact (SPOC) for user tickets, ensuring follow-up and ownership until resolution.

Log and classify incoming support tickets in the customer relationship management system.

Collect detailed information to diagnose issues (system name, error messages, screenshots, logs, etc.).

Troubleshoot common issues : password resets, printer configs, network access, Windows systems, MS tools.

Perform basic diagnostics including hardware / software checks, network settings, and system setup.

Update tickets with journal entries and close them with detailed resolution notes.

Ensure SLA compliance and maintain proactive communication with customers via email / phone.

Escalate recurring or critical issues to higher support levels, team leads, or engineering as needed.

Contribute to process improvements by identifying outdated procedures or inefficiencies.

Assist customers with software or hardware usage and provide basic user training.

Actively contribute to team performance and participate in additional projects when assigned.

Your profile

Junior IT support experience or remote technical support background.

Experience with desktop troubleshooting and end-user support.

Basic knowledge of Active Directory and printer / hardware setup.

Understanding of networking concepts : VLAN, DNS, VPN.

Familiarity with Microsoft Office and Windows OS environments.

ITIL knowledge is a plus.

Academic background : Degree or technical certification in IT or related field is a plus.

You are customer-focused, proactive, and possess strong communication skills.

Fluent in Japanese and English (written and spoken); other languages are a plus.

What we offer

An international community bringing together 110+ different nationalities.

An environment where trust has a central place : 70% of our key leaders started their careers at the first level of responsibilities.

A robust training system with our internal Academy and 250+ available modules.

A vibrant workplace that frequently gathers for internal events (afterworks, team buildings, etc.).

Strong commitments to CSR notably through participation in our WeCare Together program.

Amaris Consulting is proud to be an equal-opportunity workplace. We are committed to promoting diversity within the workforce and creating an inclusive working environment. For this purpose we welcome applications from all qualified candidates regardless of gender, sexual orientation, race, ethnicity, beliefs, age, marital status, disability, or other characteristics.