Desktop Support Engineer (L2 support)

About Us As a DevOps Engineer (L1/L2), you will be part of a global IT operations team, responsible for delivering and automating fast, friendly, and effective technical support to end-users across the Omnissa platforms. This role combines traditional helpdesk responsibilities with a strong focus on automation, process optimization, and knowledge management. The engineer acts as the first and second line of defense for all IT-related incidents and requests, while proactively identifying, building, and maintaining automation solutions to reduce repetitive L1 tasks, improve response times, and enhance the overall employee experience. Key Responsibilities: Provide L1 and L2 technical support via chat, ticketing system, email, and phone (callback only). Desk-side support and on-site IT infrastructure Support. Own end-to-end ticket lifecycle: logging, categorization, prioritization, troubleshooting, resolution, routing/escalation, and closure. Perform remote troubleshooting and resolution. Deliver white-glove IT support for new hires (hardware/software setup) Create, maintain, and improve knowledge base (KB) articles for internal team use Develop, curate, and continuously update content, intents and workflows for the Omnissa’s internal Chat BOT (# Ozone-assist-Bot) Identify repetitive L1 incidents and proactively design automation opportunities to eliminate or reduce manual effort. Build, test, deploy, and document new automations Regularly review, upgrade, and optimize existing automations for performance and relevance Generate regular reports and metrics on ticket trends, automation impact, SLA performance, and service improvements Conduct training sessions for new service desk team members when required. Rotational shifts (day/night/weekends) and ensure seamless 24×7 Ozone operations. Skills & Qualifications: 1+ years of experience in a service desk, helpdesk, or technical support role (L1/L2) Desktop Support, Laptop Provisioning, and Troubleshooting. Basic Knowledge of Windows and Linux Operating Systems. Strong experience with ticketing systems ( Jira Service Management - JSM) Solid understanding of Windows and macOS environments, Microsoft 365 suite, Active Directory, and common SaaS applications. Basic understanding of networking, VPN, and Endpoint security concepts Proven hands-on experience building and maintaining automations (Power Automate, scripting – PowerShell/Python, Atlassian Assist workflows, etc.) Experience in training or managing content for AI-powered chatbots or virtual assistants Strong troubleshooting and problem-solving abilities Experience creating and managing knowledge base articles and self-service content Familiarity with IT onboarding/offboarding processes and access management Knowledge of ITIL processes; ITIL Foundation certification is a plus. Excellent written and verbal communication skills with a customer-first mindset Must work from the Tokyo office (Japan); remote work is not available.