Onsite Deskside Support Engineer - Japanese & English

Tekfortune is a fast-growing consulting firm specialized in permanent, contract & project-based staffing services for world s leading organizations in a broad range of industries. In this quickly changing economic landscape, virtual recruiting and remote work are critical for the future of work. To support the active project demands and skills gaps, our staffing experts can help you find the best job for you.
Client : Kyndryl
End Client : Client
Location: Reno, Nevada.
Onsite Day 1
Must be on our W2.

• Language: English and Japanese
• Provide L1/ L2 Deskside support at Kansas Battery Factory and Office. As well as Reno Nevada Gigafactory. Travel may be required between the Nevada and Kansas.
  • (Password reset, account unlock, software installation, imaging, etc)
• Excellent Customer Service Skills and act as Local IT Point of Contact for Japanese Expatriates
• Handle Change/Incident/Tasks/Problem tickets related to windows desktop environment.
• Create/Maintain Standard Operating Process documentation for hardware and software support.
• Follow ITIL, ISO 27001, JSOX best practices.
• Incident, Request, and Problem management through Ticketing Tool
• Break/Fix and New Configuration of Laptops/Desktops
• Provide triage Incident identification and escalation using Client provided ticketing system.
• Submit service requests and incident tickets on behalf of end users.
• Document status of all tickets in the ITSM ticket
• Ticket follow-ups, updates, and resolution management (including first call resolution)
• Escalate issues to the appropriate resolver groups.
• Install, configure, and maintain desktop systems, peripherals, and software.
• Assign priority in ITMS tools according to the document provided by Client on severity definitions.
• Respond to and resolve technical support requests from users, including troubleshooting and resolving software and hardware issues.
• Route and escalate unresolved Incidents resolver groups based on processes established during transition
• Respond to affected End Users requesting status on their reported Incidents based on the call notes by resolver group.
• Provide after hours or weekend desktop support when needed
• Security Governance of all PCs in coordination with the Patch Deployment team (Patching, Imaging, Asset management, Remediation requests, Installing Authorized Software, etc)
• Assist in the configuration of mobile devices and troubleshooting
• Lifecycle management and support for IT equipment/PC, Software, Mobile Device (Asset Management)
• Provide onsite inventory management (Procurement, Kitting, Setup, Delivery)
• Deliver Services according to agreed Service Level Agreements ( SLAs ) and processes

For more information and other jobs available please contact our recruitment team at careers@tekfortune.com . To view all the jobs available in the USA and Asia please visit our website at https://www.tekfortune.com/careers/ .