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Bilingual EUC Support Engineer [Tokyo]

Job Title: Bilingual EUC Support Engineer [Tokyo]
Contract Type: Contract
Location: Unknown
Industry:
IT
Reference: 2418
Contact Name: Manu Tomar
Job Published: April 04, 2019 15:18

Job Description

Description

A Germany based company is looking out for a EUC resource to be based in Tokyo, Japan.

Job duties, including but not limited to:

1. On-site Support―Hardware Break/Fix and Desk Side Software

1.1. Equipment Operations and Support

Supplier responsibilities include:

  1. Verifying inventory information upon an Authorized User’s request for on-site service.
  2. Providing operations and support for EUC Equipment.
  3. Providing operations and support for new EUC Equipment that is deployed throughout the Term (subject to change management procedures).
  4. Installing, moving, adding, and changing EUC Equipment and related peripherals in accordance with change management procedures.
  5. Coordinate, with Customer break/fix provider, as appropriate, equipment problems, in accordance with change management, Policies and Procedures manual or escalation procedures.

1.2. Operations and Technical Support

Supplier responsibilities include:

  1. As per the agreed schedules, provide on-site support (Scheduled or Resident) or dispatch of support specialists as necessary to provide Authorized Users with operational and technical support and to meet or exceed all Service Levels.
    1. Provide all on-site Services with additional emphasis on technical assistance, desk side support and training for defined VIP Users
    2. Support for off-hours will be requested through the Service Desk and delivered via Smart Hands unless otherwise agreed by the Parties
  2. When Authorized Users are connected (or attempting to connect) to the Network, coordinating activities with other Supplier Personnel and third-party vendors in order to fulfill the following responsibilities:
    1. Assisting with access to print, and file services.
    2. Assisting with access to Customer and the Eligible Recipients via remote access services.
    3. Assisting with connection to the WAN.
    4. Assisting with access to the appropriate LAN segment.
    5. Assisting with electronic mail replication.
    6. Assisting with access to Mainframe, Application Server, and utility Server Applications

1.3. Ongoing Software Support

Supplier responsibilities include:

  1. Providing Support for EUC Software and dispatching an on-site technician, as necessary.

1.4. Remote User Access and Support

  1. Providing support for Authorized Users who are traveling or remotely accessing LAN-based services or a non-connected site.
  2. Providing a process for replacement of stolen or damaged machines used by remote Authorized Users.

1.5. Remote Repair

Supplier’s responsibilities for providing Authorized Users with repair services for desktops and laptops and associated software

Supplier responsibilities include:

  1. Implementing and using tools allowing automated and remote systems management and monitoring of the EUC environment. Such tools will be used to assist Authorized Users by allowing Supplier to remotely monitor, manage, or restore EUC Equipment and Software. Customer will retain approval for the use of such tools. Supplier will use remote takeover tool or other similar tool that has gone through Change Control Procedures

Requirements

  • 2-3 year experience in End User computing support in enterprise environment
  • Good Japanese and basic English skills.

Job details

Language requirement
Japanese (Fluent), English (Business)