IT Operations Engineer

As an IT Operations Engineer, you will provide IT support for users across Japan, ensuring a seamless employee experience throughout the employee lifecycle. You will be responsible for onboarding and offboarding activities, maintaining end-user technology, supporting operational processes, monitoring support queues, and contributing to automation and AI initiatives that enhance service delivery.

• Provide day-to-day IT support for users across Japan primarily and rest of APJ
• Manage and maintain end-user devices, peripherals, and workplace technology.
• Deliver onboarding and offboarding activities, ensuring all IT access, equipment, and account requirements are completed accurately and on time.
• Maintain asset records and ensure inventory information remains up to date.
• Monitor and manage the Ticket queue and Genesys chat queues, ensuring requests are triaged and handled within agreed service levels.
• Troubleshoot and resolve hardware, software, access, and collaboration tool issues.
• Work closely with local users, global IT teams, and third-party vendors where required.
• Create and maintain knowledge articles, support documentation, and process guides.
• Identify opportunities for process improvement and operational efficiency.
• Participate in automation, AI, and service improvement projects assigned to the team.
• Support testing, implementation, and adoption of new tools and processes.
• Share knowledge and provide guidance to junior team members when required.
• Participate in project activities and support business initiatives as needed.

• Delivers a positive support experience and builds strong relationships with users.
• Demonstrates urgency and ownership when resolving issues.
Accountability
• Takes responsibility for assigned tasks and follows through on commitments.
• Manages workload effectively and delivers work with minimal supervision.
Collaboration
• Works effectively with local and global teams to achieve shared objectives.
• Shares knowledge and contributes to team success.
Continuous Improvement
• Identifies and implements process improvements.
• Actively contributes ideas for automation and AI-driven efficiencies.
Self Development
• Expands technical knowledge and develops new skills.
• Adapts quickly to changing technologies and business requirements.
Additional Requirements
• Independently manages onboarding and offboarding activities for Japan users.
• Owns queue management for TeamHealth and Genesys support channels.
• Resolves medium-complexity support issues with limited supervision.
• Contributes to automation and AI initiatives.
• Maintains accurate asset and operational records.
• Acts as a reliable point of contact for Japan IT support operations.