IT Desktop Support Engineer
About RHAELM
RHAELM is the sovereign AI cloud built to accelerate AI deployment at scale. Solving the defining constraint of power availability, RHAELM delivers gigawatt-scale AI infrastructure pipelines across Europe and APAC – providing ring-fenced compute, networking, and storage optimised for high-performance AI workloads.
Sovereignty is RHAELM's core operating model. Every deployment operates in-country with local personnel, giving enterprise and public-sector organisations operational control without compromising on cutting-edge technology. From bare metal and Kubernetes to AI as a Service, RHAELM puts power, infrastructure, and platform capability under the customer’s command.
This Role
As IT Desktop Support Engineer, you will be the first point of contact for RHAELM's Japan-based staff, keeping laptops, desktops, mobile devices, and collaboration tools running reliably across our Tokyo office and remote workforce.
You will own incidents from first contact through to resolution, manage the hardware lifecycle for end-user devices, and work closely with regional and global IT teams to keep local support aligned with RHAELM's wider infrastructure standards. It is a hands-on role with real ownership, in a business where reliable IT underpins the trust our regulated-sector clients place in us.
Key Responsibilities
Resolve desktop, laptop, mobile device, and peripheral incidents raised by staff via the ticketing system
Manage the end-user device lifecycle: provisioning, imaging, patching, redeployment, and secure decommissioning
Provide deskside and remote support for Windows and macOS, Microsoft 365, VPN, and video conferencing equipment
Diagnose desk- and meeting-room-level connectivity issues, escalating infrastructure faults where needed
Maintain accurate asset records and IT stockroom inventory
Document troubleshooting steps and resolutions in the knowledge base
Support onboarding and offboarding, including account setup and access deprovisioning
Liaise with regional and global IT teams to align support delivery with company-wide standards
Experience
Experience in a desktop support, IT helpdesk, or end-user computing role in a corporate environment
Experience supporting Windows 10/11 and macOS, including imaging and standard application deployment
Experience working within a ticketing system and against defined SLAs
Experience supporting video conferencing and meeting-room technology (Teams, Zoom, or equivalent)
Experience working alongside regional or global IT teams in an international organisation is an advantage
Skills
Strong working knowledge of Windows and macOS desktop environments, Microsoft 365, and standard business applications
Practical understanding of basic networking (TCP/IP, DNS, VPN) sufficient to diagnose desk-level issues
Professional-level Japanese and English, spoken and written
Clear, patient communication style suited to supporting non-technical users under time pressure
Methodical troubleshooting approach with strong attention to detail
Qualifications
Relevant IT certification such as CompTIA A+, Microsoft Certified: Modern Desktop Administrator, or equivalent
Diploma or degree in Information Technology, Computer Science, or a related field, or equivalent experience
ITIL Foundation certification desirable but not essential