Desktop Support Specialist

Role Overview:

We are looking for a skilled Desktop Support Engineer (L2) to provide onsite and remote end-user support in a corporate environment. The ideal candidate will have strong experience supporting Microsoft technologies, Windows endpoints, mobile devices, and workplace services while delivering excellent customer service.

Key Responsibilities:

• Provide L2 support for end-user hardware, software, and technology issues.
• Support and troubleshoot Microsoft 365, Azure, Windows 10/11, and related applications.
• Manage incidents and service requests through ServiceNow.
• Configure and support laptops, desktops, peripherals, printers, and mobile devices (iOS/Android).
• Troubleshoot VPN, connectivity, authentication, and access-related issues.
• Perform log analysis and system performance troubleshooting.
• Support meeting room, AV, and collaboration technologies.
• Maintain asset inventory and support hardware lifecycle activities.
• Coordinate with vendors for hardware repair, replacement, and procurement activities.
• Create and maintain knowledge articles, SOPs, and technical documentation.
• Identify recurring issues and drive continuous service improvements.
• Communicate effectively with users and stakeholders throughout incident resolution.

Required Skills:

• End User Technology Support
• Microsoft 365 and Azure
• ServiceNow
• Windows OS Support
• Mobile Device Support (iOS/Android)
• VPN Troubleshooting
• Log Analysis and Performance Troubleshooting
• Hardware and Peripheral Support
• Strong problem-solving and analytical skills
• Excellent communication and stakeholder management skills
• Proactive and customer-focused mindset

Preferred Qualifications:

• 5+ years of Desktop Support / End User Computing experience
• Experience supporting enterprise environments
• Financial services or banking experience preferred
• Business-level Japanese and English communication skills