Technical Support (Network /Telephony / Hardware / Software)

About the position The Technical Support position at DTS America involves providing comprehensive support for network, telephony, hardware, and software systems. This role is crucial for ensuring that customers receive high-quality service and technical assistance. The company, recognized as Japan's first independent Internet pioneer, serves a diverse clientele, including government agencies and large corporations. The primary responsibilities include configuring internal-office servers, PCs, and network systems, as well as performing on-site installations and troubleshooting for various hardware and software components. The position requires bilingual proficiency in Japanese and English, as effective communication with clients is essential. In this role, you will be responsible for both remote and on-site troubleshooting, ensuring that all technical issues are resolved efficiently. You will also be tasked with composing and issuing work records and project documentation for each customer, which is vital for maintaining accurate records of installations and configurations. Additionally, you will report on the status of projects and troubleshooting progress to your team or project leader, ensuring transparency and effective communication within the team. The position also involves conducting product research and market trend analysis, drafting proposals and quotations for customers, and managing projects, vendors, and subcontractors to ensure timely delivery and completion. You will provide technical consultation and project management for both pre-sales and post-sales activities, ensuring that customer needs are met with appropriate IT solutions. The role requires a strong understanding of various technologies, including Microsoft, Citrix, VMware, Cisco, and security solutions, to provide effective support and solutions to clients.

Responsibilities

• Configure internal-office server, PC, network, telephony hardware, and software for customers.

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• Perform on-site installation of server, PC, network, telephony hardware, and software for customers.

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• Perform troubleshooting for remote & on-site server, PC, network, telephony hardware, and software for customers.

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• Provide support for server, PC, network, telephony hardware, and software administration to customers.

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• Compose and issue work records and project records of installation and configuration for each customer.

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• Report and archive actual solution and countermeasure of troubleshooting for future reference.

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• Report the status of each project and troubleshooting progress to your team/project leader.

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• Perform product research and market trend analysis as requested by your team leader.

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• Draft proposal and/or quotation for customers as requested by your team leader.

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• Control projects, vendors and sub-contractors for delivery and completion of projects on time.

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• Analyze potential client's needs, market trends & demands.

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• Create made-to-order services and products for clients utilizing available Internet related Products, Services and Technologies.

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• Implement and upgrade existing and new services & solutions.

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• Provide Technical Consultation for customers.

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• Manage existing accounts for all technical issues.

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• Maintain the latest standards of technologies to provide appropriate IT-solutions that meet the customer's requirement.

Requirements

• Bilingual skill in Japanese (oral) & English is required.

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• Experience in Microsoft Windows Server, LAN, UNIX, and technical support.

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• Mid-level experience in Windows, computer hardware, network support, and telecommunication.

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• Proficiency in software testing, VMWare, and Linux.

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• Ability to perform troubleshooting for high technical level issues.

Nice-to-haves

• Experience with Cisco, Fortinet, Palo Alto, and other major network vendor's devices.

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• Knowledge of security software and solutions for servers and PCs.

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• Familiarity with virtualization and storage technologies.

Benefits

• Health insurance

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• Dental insurance

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• Vision insurance

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