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Job description

We are a Japanese affiliated IT company growing our presence in Europe. The Project Manager provides leadership and oversight for planning, implementation, and tracking of the projects, ensuring adherence to required standards and qualities. This includes managing IT system implementations and office relocations.

Main Duties and Responsibilities:

Service Desk:

• Provide 1st and 2nd technical support for IIJ Europe customers and IIJ Europe internal staff via telephone, email and online ticketing system
• Raise, update, and close calls on service desk call management system
• Resolve or escalate problems and service requests
• Provide accurate and timely diagnosis and rectification of customer faults
• Support, maintain and improve customer services
• Assist other on-site engineers and IIJ Europe back office engineers in the team
• Work proactively to ensure prompt resolution of support cases and the highest possible levels of customer satisfaction
• Maintain customer systems in regular and/or on demand basis
• Maintain support related documents (e.g. Site manual, Asset List, User Manual, etc.)
• Maintain licenses/manufacturer support contracts and run inventory regularly
• Understand and follow customer's IT policies and procedures

System Integration / Office Relocation Services:

• Provide system integration, office relocation services for IIJ Europe customers and IIJ Europe internal system
• Provide systems installation and configuration
• Provide system migration, move and removal
• Produce, update documents and save where appropriate
• Assist in design and implementation work
• Assist development of new products and services
• Knowledge-transfer customers' environment and new settings to service desk engineers

Project Management:

• Provide project management for small system integration and office relocation projects, including IIJ Europe internal projects.
• Define and agree the scope of the project and project deliverables in collaboration with project key stakeholders.
• Monitor the progress of the project and make adjustments as necessary to ensure the successful completion of the project.
• Ensure that the project deliverables are delivered on time, within budget and with required level of quality.

Management of third-party vendors:

• Handle third-party vendors in helpful manner
• Represent to third-party vendors on behalf of customers in Japanese and English
• Manage and control service and/or product delivery of third-party vendors

Customer Management:

• Understand and act on the customers’ requirements/requests for both technical and non-technical matters
• Manage and improve customer relationship
• Organize and/or participate in effective customer events
• Report customer’s complaints to Supervisor / Line Manager immediately

Pre-sales:

• Assist to present pre-sales document/proposal to customers working with sales department

General Responsibilities:

• Comply with company policies and prioritize health, safety, and ethical conduct.
• Minimize security and quality incidents.
• Assist in training new staff and perform additional duties as assigned.

Requirements

Essential:

• A couple of years or more technical support experience in IT infrastructure industry
• Excellent communication skill with clients, end users and third parties
• Good documentation skill (Technical documents, customer reports)
• Good team player/Project member
• Highly proficient in Microsoft Office products (Outlook, Word, Excel, Power Point)
• Understand basic networking (LAN, WAN or Wi-Fi) and PC basic technical knowledge(Control Panel, Command Prompt)

Desirable:

• Good knowledge of Windows OS 8 & 10
• Support experience of Users/Group management in AD, Print management or Shared folders etc
• Support Experience Windows Server OS: 2016/2019/2022
• Experience Server administration: DNS, DHCP, DFS
• Knowledge of Microsoft 365
• LAN/Wi-Fi/WAN network support/troubleshooting
• Knowledge of IP phone system
• 2 year or more experience in Japanese company

Job Types: Full-time, Permanent

Benefits:

• Additional leave
• Company pension
• Private medical insurance
• Work from home

Schedule:

• Monday to Friday

Supplemental pay types:

• Performance bonus

Ability to commute/relocate:

• London, EC2V 6EE: reliably commute or plan to relocate before starting work (required)

Language:

• Japanese (preferred)

Work authorisation:

• United Kingdom (required)

Work Location: In person

Reference ID: Systems Engineer