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Job Title:

IT Site Support Technician II

Reporting To:

Regional Manager, APAC IT Site Support

Work Schedule:

Onsite – Hiratsuka, JPSUMMARY or MAJOR FUNCTION OF THE JOBAs a member of the Enterprise IT Organization the IT Site support Technician II will be responsible for providing technical assistance and support to end users and ensuring the smooth operation of IT systems at your location. You will troubleshoot hardware and software issues, provide the highest quality customer services, and resolve IT issues in a timely manner to support agility within Moog’s business. It may be required working evening, night and weekends in case of any emergency, trouble shooting, system management and etc. for extended support.As a member of IT Site Support Team, you will work closely with Regional IT Support Manager responsible for your region, global IT Site support Team and Moog IT teams in the achievement of the strategic and operational objectives of IT Site support Services.This is a key internal customer facing role as effective support is vital to ensuring technology solutions remain function for the business.

DIMENSIONS THAT SHOW THE RELATIVE SIZE AND SCOPE OF THE JOB WITHIN MOOGIncidents & Tasks Escalated by Users/SDJapan Average Incidents 200 Per monthBetween 220-250 desktop computers in Japan.Between 220-250 end users/Regional in Japan       

PRINCIPAL ACCOUNTABILITIES or KEY RESULTS OF THE JOB                                   As an IT Site Support Technician II, you will:Diagnose, research, and resolve routine end-user IT issues.Provide guidance and explain policies and procedures to end-users.Troubleshoot end-user PC, network, printing, and application issues.Deployment of PC equipment and accessoriesInstallation and support of endpoint softwareConference Room technology diagnosis and supportEscalation of issues to appropriate team after troubleshooting and documenting progress in the ITSM toolProvide on demand support to users with immediate needs at any of our Tech bars. Analyze, research, and troubleshoot server or network issues.Train end-users on new technology or proceduresAssist in the identification, monitoring, and replacement of end-user and infrastructure equipment.Provide diagnostic support for site-specific Operational Technology (OT) equipment, with guidance from OT specialists.Liaise with IT resolver teams to drive resolution of critical technology issues.Provide onsite smart hands support for Server and Network related issues.Complete detailed documentation within the IT service management system; incidents and requests to technical assistance, steps taken to resolve them, and the specific dates/individuals involved.Attend in-person meetings, appointments with end users to analyze, troubleshoot and diagnose hardware problems.SPECIAL CIRCUMSTANCES or UNUSUAL CHALLENGESThe successful candidate will be required to collaborate with and support one another across a geographically and culturally distributed global team.The successful candidate will need to manage competing demands and escalate emergency situations, empathy and urgency are key requirements.Travel: May travel to provide on-site support within assigned region. QUALIFICATIONS THAT ARE DESIRABLE AT JOB ENTRY or NEEDED FOR BEGINNING To be considered for the IT Site Support Technician II role, here's what you'll typically need to bring with you:3-4 years of proven experience in a customer support position involving technical knowledge of a company’s products, services, and IT systems.Disciplined, systematic problem-solving skills required.Time-management skills and the ability to establish reasonable and attainable deadlines for resolution.Experience working in and assisting others through IT service management tools such as ServiceNow as well as remote support tools such as Bomgar, SCCM, or others.Experience working with different operating systems including Windows and Mac OSDemonstrated polish in written and verbal communication as well as strong interpersonal skills when communicating with customers and clients.Experience installing and configuring computer hardware, operating systems and software applications.Bachelor’s degree in computer science, management information systems, or related field.In lieu of a degree, a combination of 7 years of experience in an IT support role and education is acceptable.Industry certifications (preferred) Windows 7/10, CompTIA A+, CompTIA Net+, ITILv4 Foundation, Dell Proven Professional.ORGANIZATION CONTEXT and KEY RELATIONSHIPS FOR THE JOBThe position reports to the Regional IT Site Support Manager responsible for the region.Preferred language proficiency: native level (or high-end business level) Japanese language ability is a must in addition to English.Strong working relationships with Global IT Site support Team and other members of resolver groups will be required to be effective.FURTHER SIGNIFICANT POINTS REGARDING THE CONTENT OR CONTEXT OF JOBThe incumbent is expected to remain aware of legal and statutory conditions that applyin the countries where we operate.  This includes local employment conditions, taxconditions and requirements, financial regulatory controls and export control laws suchas they might apply to the operation.