HELPDESK L1 (Remote)

This is a remote position. CANDIDATE MUST BE ABLE TO SPEAK IN JAPANESE Provide hardware/software/network problem diagnosis/resolution via telephone/email/chat for customers end users Route problems to internal 2nd and 3rd level IT support staff. Coordinate and manage relationships with vendors and support staff that provide hardware/software network problem resolution.

Administer and provide User account provisioning. Use the Incident Management System to document and manage problems and work requests and their respective resolutions and circcircumventions . Responds to telephone calls, email, instant messages, and assigned tickets from users; Assign work orders/incidents appropriate Support teams and follow up until closure.

. Respond to, and diagnose, problems through discussions with users, including problem recognition, logs, research, isolation, resolution,and follow-up steps; Provide level 1 remote desktop support and perform other activities based on SOPs ....