IT Support Engineer

Location: Torrance, CA

1.Job Summary 

IT Support Engineer who can maintain, trouble shoot  and Support Client systems (PC, Printers, Servers, any Cloud system, Router, Firewall, Switch, WIFI), as well as implement network and system installation plans based on the specifications. 

-Maintenance Work

-Helpdesk work

-Design & Deployment work 

General work

the following task shall be performed;

•Attend requisite internal meetings.

•Attend requisite external (customer, vendor) meetings.

•Report daily, weekly, monthly and in a timely manner projects and operations to supervisor.

•Collaborate with team, and others.

•Organize the team as Team Leader.

•In order to accomplish assigned tasks, improve skill and performance. 

•Take a business trip with U.S. and aboard if needed

•Create and update System Document, Operation Manual, Knowledge Base, Trouble History, etc.)

Maintenance work (Tier2)

For the system issue/problem which KDDIA shall manage, the following action shall be taken as a Tier2 according to the SLA;

• Pay attention to the customer inquiries and/or system alarm.

• Respond to customer inquiries via e-mail/phone and solving their issues/problems.

• Collaborate with the vendor for solving the system issue/problem if needed.

• Manage the inquiry/issue/problem from the beginning to the end and close the case.

• Propose and/or improve the system in order to reduce the customer's issue/problem. 

• Propose and/or improve the monitoring system in order to resolve the issue/problem proactively.

• Document the outage/system problem report.

•Create PC, servers, network setup manual, Troubleshooting report

•Create, manage and respond to support cases submitted by customers, partners

•Perform daily system monitoring, verifying the integrity of all hardware and server resources

•Provides advanced level technical support with the Microsoft suite of products (Windows 10/11, Office2016/2019/2021, M365 etc.)

Kitting work

For the PC kitting project, the following task shall be performed and completed;

•Create the PC label and ship out the PCs.

•Perform the kitting work according to the kitting procedure and record the kitting work log.

•Create the manual for the customer.

•Create or update a documentation such as Inventory Sheet, Kitting Procedure, Check sheet, Admin/User Manual, Label etc.

Help Desk work (Tier1)

For the inquiry/issue/problem from our customer, the following action shall be taken as a Tier1 according to the SLA;

• Pay attention to the customer inquiries and/or system alarm/monitoring.

• Respond to customer inquiries via e-mail/phone and solving their issues/problems.

• Manage the inquiry/issue/problem from the beginning to the end and close the case.

•Create a ticket on ticket system and tracking them from the beginning to the end and close the case.

• Work on the client site on an as-needed basis.

Qualification / Requirements:

•English / Japanese(Required) - Need to be able to read and write in Japanese, as well as in English (due to counter part being in Japan).

•3+ Years Work experience as IT Support Engineer.

•3+ Years of AD admin, WVD, O365, Security

•CCNA/CCNP/Network+ (Preferred)

•MCSA/MCSE (Preferred)

•Communication skills with customers, vender/carrier and company staff.

•Documentation skills.

•Microsoft office products (Word, Excel,etc.) skills.

•Valid CA driver license(Required).

•Own car for visiting customer offices

Benefits

·       Medical, Dental and Vision Coverage

·       Basic Life Insurance and AD&D

·       Short-Term and Long-Term Disability Insurance

·       Flexible Spending Account (FSA)

·       401(k) with company match

·       Paid Time Off (PTO): Vacation, sick, and floating holidays; plus 13 paid holidays

·       Tuition Reimbursement Program

·       Gym Reimbursement Program

·       Employee Assistance Program (EAP)

·       Wellbeing Solutions Program 

KDDI America, headquartered in New York, is the US presence of Japan's KDDI Group, a Fortune Global 500 company and leading provider of international IT and communications services. KDDI America was established in 1989 and started as a telecommunications business supporting Japanese multinationals. We have now evolved into a company that provides networks, data centers, system integration, as well as managed service solutions across all industries. Our ability to customize solutions in a major city offering scalability and service that are unparalleled set KDDI America apart from the competition. We provide Ethernet network uptimes of more than 99.999% between regions and guaranteed high performance no matter where.

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