26-08 IT Systems & Helpdesk Lead

26/08 IT Systems & Helpdesk Lead

Carry out a variety of technical and co-ordination tasks to meet, or exceed, customer requirements (including those tasks assigned by Line Managers which are part of projects or maintenance contract work). All tasks must be delivered in a professional and timely manner to ensure a very high level of customer experience.

Head of Japanese Sales

Oversee IT support operations across the EU region, driving service quality improvements tailored to local needs, while leading and developing the team to maximize organizational performance. Serve as Lead Engineer, providing customer-facing user support and project support, ensuring effective technical issue resolution and smooth project execution. Lead and develop the team to maximize organizational performance (IT admin and UAE IT support). Perform IT administration and implementation in Windows Server environments and MS365 portal.Configure IT elements for day-to-day service delivery. Prepare and kit PCs, mobile devices, and peripherals. Install software on PCs and mobile devices. Oversee IT support operations across the EU region and drive service quality improvements aligned with local requirements. Provide technical and user support for IT systems, and, with a solid understanding of security requirements and the customer’s IT infrastructure policies, perform configuration and build activities for PCs and system services. Requires practical knowledge of MS365, VDI (Windows 365), and LAN technologies, with the ability to self-manage tasks and support tickets while providing assistance to other team members. Provide support for IT administration tasks as needed, collaborate with headquarters IT members on technical initiatives and deployments, and demonstrate strong documentation skills for creating and managing IT and support-related materials. Travel to customer EU offices and group companies as needed to provide on-site IT support. Requires proficiency in Japanese reading, writing, and verbal communication for effective execution of responsibilities. Adhere to ISMS requirements and professional conduct standards, ensuring sincere and appropriate responses to customers. Ad hoc requests from your line manager

Practical knowledge of Microsoft technologies including Windows 11 and Azure. Fundamental understanding of LAN (IP addressing, subnetting, etc.) Experience using standard ticketing systems, Security knowledge such as Zero Trust, CATO, and Zscaler Experience supporting and operating remote access environments. Strong documentation and material‑creation skills, including project documentation. Ability to understand and configure IT setup parameters. Any certification related to PCs, server, network, and ITIL an asset. Excellent written and verbal communication skill in English and Japanese. Ability to investigate and source answers to various email and telephony enquiries about technical issues. Proven customer service experience. Strong time management/multi tasking & organisational skills. Strong work ethic. Accurate, organised and eye for detail. Reliable time keeping and attendance. Cheerful, outgoing and positive disposition Solid administration background & a keenness to get involved & support all customer service areas in EMEA. Analyze the number of support cases, check the allocation of responsibilities, and provide task support to other members as necessary.

Comply with KDDI Europe’s Information Security and Data Protection Policies. Complete training and awareness sessions as required.

Due to the nature of the role, it is possible that there will be times when it is necessary for you to be contacted out of normal working hours. These situations will be limited to emergency circumstances, when there is no other practical alternative.