Technical Support Analyst

Description

The Technical Support Analyst is responsible for providing first and second tier IT support for the firm’s Asia offices, including Tokyo, Hong Kong, Beijing, and Shanghai. Based in the Tokyo office, this role serves as the primary local IT presence while supporting regional operations. The position requires strong technical skills, clear communication, and a service-oriented approach consistent with a professional services environment.

Essential Functions

• Provide on-site first and second-line IT support for the Tokyo office, serving as the primary local IT presence.

• Deliver remote IT support to Asia offices including Hong Kong, Beijing, and Shanghai, coordinating effectively across time zones.

• Travel to other Asia offices is required (approximately 25%) to support projects, coverage, and regional initiatives.

• Act as an escalation point for complex or high-impact technical issues within the region.

• Manage, document, and resolve all assigned and self-generated tickets in the firm’s ticketing system.

• Build, configure, deploy, and support firm-standard laptops, peripherals, and mobile devices.

• Maintain accurate hardware inventories and manage loaner and hot-swap equipment.

• Support mobile devices under the firm’s Intune management system.

• Configure and support remote access solutions and multi-factor authentication (MFA).

• Provide support for audio-visual and meeting room technologies, including videoconferencing systems.

• Install, test, and maintain hardware and software applications in accordance with firm standards.

• Complete workstation setups for new hires and visitors, including equipment moves as required.

• Provide one-on-one user support and basic end-user training.

• Participate in regional and global IT team meetings and continuous improvement initiatives.

• Provide after-hours support as required for moves, maintenance, upgrades, or outages.

• Provide Regional IT Manager with weekly reports.

• Perform other tasks as requested by the Regional IT Manager or supervisor.

Required Education, Knowledge and Experience

• Prior IT support experience in a law firm, professional services, or corporate office environment.

• Experience supporting users across multiple offices or regions.

• Strong understanding of desktop, laptop, software, and mobile device support.

Required Skills and Abilities

• Proficiency with Microsoft Office applications (Word, Outlook, Excel, PowerPoint).

• Strong organizational skills with the ability to manage multiple priorities.

• Clear and professional verbal and written communication skills in Japanese and English. Ability to communicate in Mandarin is strongly preferred.

• Logical problem-solving skills with a strong attention to detail.

• Ability to work collaboratively with colleagues across locations and cultures.

• Professionalism, discretion, and strong client-service orientation.

• Adaptable, reliable, and able to work independently when required.

Working Conditions

• Full-time, in-office based in Tokyo. Travel to Hong Kong and China, and flexibility outside core business hours, may be required based on business needs.

Physical Requirements

• Ability to occasionally lift 15 kg.

Pillsbury Winthrop Shaw Pittman LLP is an Equal Opportunity Employer.

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