Required language: Native level Japanese and Conversational English
Work location: 100% onsite at client location
Week off: Saturday, Sunday & follow Japan public holidays
Job content
1. Technical Support and Troubleshooting
• Perform Level 2 troubleshooting, support, and incident management for user computers, mobile phones
(iPhone & iPad), accessories, and related technical infrastructure per the client's SLA.
• Provide technical support for desktop/laptop PCs, mobile phones, printers (SFP/MFP/Label Printer/Barcode
Scanners), monitors, server/network equipment, and other hardware in both office and manufacturing
environments.
• Reproduce, diagnose, and analyze problems reported by end-users and formulate solutions to resolve the
issues.
• Provide training and guidance to users to resolve technical difficulties and share operational tips for optimal
computer usage.
• Maintain a comprehensive log of problems and solutions for use by other Desktop Support personnel.
• Support incoming incidents and requests via phone, chat, email, or ticket submissions from end-users.
2. Collaboration and Ticket Management
• Coordinate with Level 1 Helpdesk engineers to ensure ticket resolutions within SLA timelines.
• Provide regular updates to the IT project team and client. Attend and present in meetings as required.
• Create and escalate tickets to relevant local and global teams as needed.
3. Hardware and Asset Management
• Manage IT hardware assets, including installation, relocation, upgrades, disposal, and removal of equipment.
• Update and maintain detailed information for each IT device in the client's hardware management web
application.
• Ensure safe storage, accurate labeling, and proper recording of IT equipment and devices.
• Coordinate hardware reception, storage, and delivery processes.
4. AV/Conference Room Support
• Operate and conduct weekly or biweekly testing of AV and integrated conference room systems.
• Perform routine diagnostics and troubleshooting for conference room equipment (projectors, microphones,
speakers, amplifiers, cameras, and displays).
• Conduct preventative maintenance to address issues or escalate to appropriate managers, vendors, or
manufacturers.
• Troubleshoot AV/UC issues during both emergency and non-critical situations.
• Assist with company meetings and events, ensuring AV systems and conferencing spaces are fully prepared and
functional.
5. Networking and System Support
• Perform basic configuration and commissioning of routers and switches.
• Conduct network cable testing, hardware reboots, inventory audits, and rack and stack operations.
• Provide "smart hands" support for the global network team, including configuration of network/analog
telephone/video conference/printer devices (pre-configuration, shipping, peripheral setup, and console
access).
• Perform physical racking, cabling, and decommissioning tasks if third-party vendors are unavailable.
6. Ad-hoc and Out-of-Hours Support
• Perform ad-hoc technical tasks, including working during holidays and outside regular business hours as
required.
• Be available for business trips to regional offices, satellite offices, and manufacturing plants as needed based
on business requirements.
Requirements:
• Deskside support - 5 years
• Meeting room support - 2 years
• Ticketing tool - 5 years
• Asset management – 5 years
About us
Cognizant (Nasdaq: CTSH) is an AI Builder and technology services provider, building the bridge between AI investment and enterprise value by building full-stack AI solutions for our clients. Our deep industry, process and engineering expertise enables us to build an organization’s unique context into technology systems that amplify human potential, realize tangible returns and keep global enterprises ahead in a fast-changing world. See how at www.cognizant.com or @cognizant.
Additional employment information
Compensation information is accurate as of the date of this posting. Cognizant reserves the right to modify this information at any time, subject to applicable law.
Applicants may be required to attend interviews in person or by video conference. In addition, candidates may be required to present their current state or government issued ID during each interview.
Cognizant is an equal opportunity employer. Your application and candidacy will not be considered based on race, color, sex, religion, creed, sexual orientation, gender identity, national origin, disability, genetic information, pregnancy, veteran status or any other characteristic protected by federal, state or local laws.
