Field Support Specialist 2

Responsible for providing the first line of on-site field system support that includes hardware, software, software applications, and networking to customers and field personnel on-site at customers or remotely.

• Provides a high level of customer satisfaction through the effective delivery of technical support and service programs. 
• Customer support specifications may include product performance / maintenance, product installation, project management, site planning and professional services. 
• Pro-actively coordinates resources, problem resolution, problem escalation, and the use of system level diagnostics. 
• Understands service processes and options that are linked with the customers specifications. 
• Able to identify and solve a wide range of problems. 
• Participate in standby shift rotation so that the team can support customers with 24/7 commitment.
• Works primarily at customer sites.

 

Preferred Qualifications:

• Driver's license in Japan.
• Technical degree or equivalent practical experience in Computer Science, Information Technology, Electronics, or a related field.
• Experience of working in a data center or mission-critical technical environment.
• Understanding of data center infrastructure (server/storage hardware, networking, cabling, and power/cooling systems).
• Hands-on experience with troubleshooting, diagnostics, and basic repairs of server hardware.
• Familiarity with ticketing systems, inventory management tools, and change management processes.
• Excellent communication skills in Japanese (business level or above). English is a plus.
• Flexibility for standby shifts, including night-time and weekends/holidays, as needed.

Career Level - IC2