IT Support Engineer – Job Description
About the Position
We are seeking an IT Support Engineer to provide first-line internal IT support. You will be the primary point of contact for IT-related issues, supporting employees in a mixed Windows and macOS environment. This role involves both on-site and remote support, with regular in-office presence expected.
Your main focus will be day-to-day user support, ticket management, and onboarding/offboarding assistance. More complex or security-sensitive matters will be escalated to senior IT team members. We are evolving our internal IT processes—ideal for someone comfortable in a growing and changing environment, and interested in contributing to process improvements.
This role is well-suited for candidates early in their IT career who are passionate about technology, enjoy helping others, and wish to build strong foundations while growing into more advanced responsibilities.
Responsibilities
- Serve as the first point of contact for IT support requests
- Troubleshoot common hardware, software, access, and connectivity issues
- Provide support both in person and remotely as needed
- Log, track, and manage tickets using Jira Service Management
- Prioritize issues appropriately to ensure timely follow-up
- Escalate complex, non-standard, or security-related issues with clear documentation
- Support employee onboarding and offboarding (laptop setup, account configuration, device handover)
- Perform routine device management tasks (e.g., MDM enrollment and policy verification)
- Provide basic identity and access support (account provisioning, group updates, MFA resets, login troubleshooting)
- Contribute to improving internal IT documentation and processes
- Follow internal IT and security guidelines, and help improve documentation as needed
Requirements
- Some experience supporting Windows and/or macOS environments (professional or educational)
- Familiarity with fundamental IT support concepts (hardware, operating systems, applications, user access)
- Experience with ticketing systems (Jira preferred) or willingness to learn
- Basic understanding of Google Workspace
- Foundational knowledge of device management concepts (MDM)
- Clear and friendly communication skills, especially with non-technical users
- Strong organizational skills and attention to detail
- Ability to recognize when to escalate issues
- Proactive, self-driven mindset
- Comfort working in a changing and evolving environment
- Service-oriented and approachable attitude
You May Be a Fit If You:
- Enjoy helping people solve problems
- Are curious about how systems work and like figuring things out
- Feel comfortable in a growing environment
- Take ownership, rather than waiting for detailed instructions
Benefits
- Salary increase based on annual performance evaluation
- Profit sharing (paid twice a year)
- Hybrid work system (remote and office work)
- Full social insurance
- Health checkups
- Sports club privileges
- Recreation facilities
- Subsidized language training (10,000 to 20,000 yen/month)
- Self-study support (up to 100,000 yen per year)