IT Support Engineer

Location: Torrance, CA

Job Summary

IT Support Engineer who can maintain, troubleshoot, 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.

Responsibilities

1. Maintenance Work
2. Helpdesk work
3. Design & Deployment work

The following tasks shall be performed:

1. Attend requisite internal meetings.
2. Attend requisite external (customer, vendor) meetings.
3. Report daily, weekly, monthly, and in a timely manner projects and operations to supervisor.
4. Collaborate with team and others.
5. Organize the team as Team Leader.
6. In order to accomplish assigned tasks, improve skill and performance.
7. Take a business trip within the U.S. and abroad if needed.
8. Create and update System Document, Operation Manual, Knowledge Base, Trouble History, etc.

Maintenance Work (Tier 2)

For the system issue/problem which KDDIA shall manage, the following actions shall be taken as a Tier 2 according to the SLA:

1. Pay attention to customer inquiries and/or system alarms.
2. Respond to customer inquiries via e-mail/phone and solve their issues/problems.
3. Collaborate with the vendor to solve the system issue/problem if needed.
4. Manage the inquiry/issue/problem from beginning to end and close the case.
5. Propose and/or improve the system to reduce customer issues/problems.
6. Propose and/or improve the monitoring system to resolve issues/problems proactively.
7. Document the outage/system problem report.
8. Create PC, servers, network setup manual, Troubleshooting report.
9. Create, manage, and respond to support cases submitted by customers and partners.
10. Perform daily system monitoring, verifying the integrity of all hardware and server resources.
11. Provide advanced level technical support with the Microsoft suite of products (Windows 10/11, Office 2016/2019/2021, M365 etc.).

Kitting Work

For the PC kitting project, the following tasks shall be performed and completed:

1. Create the PC label and ship out the PCs.
2. Perform the kitting work according to the kitting procedure and record the kitting work log.
3. Create the manual for the customer.
4. Create or update documentation such as Inventory Sheet, Kitting Procedure, Check sheet, Admin/User Manual, Label, etc.

Help Desk Work (Tier 1)

For the inquiry/issue/problem from our customer, the following actions shall be taken as a Tier 1 according to the SLA:

1. Pay attention to customer inquiries and/or system alarm/monitoring.
2. Respond to customer inquiries via e-mail/phone and solve their issues/problems.
3. Manage the inquiry/issue/problem from beginning to end and close the case.
4. Create a ticket on the ticket system and track them from beginning to end and close the case.
5. Work on the client site on an as-needed basis.

Qualifications / Requirements

1. English / Japanese (Required) - Need to be able to read and write in Japanese, as well as in English (due to counterpart being in Japan).
2. 3+ Years Work experience as IT Support Engineer.
3. 3+ Years of AD admin, WVD, O365, Security.
4. CCNA/CCNP/Network+ (Preferred).
5. MCSA/MCSE (Preferred).
6. Communication skills with customers, vendor/carrier, and company staff.
7. Documentation skills.
8. Microsoft Office products (Word, Excel, etc.) skills.
9. Valid CA driver license (Required).
10. Own car for visiting customer offices.

Benefits

1. Medical & Dental & Vision - Full Time Only.
2. Basic Life Insurance and AD&D.
3. Short-Term Disability Insurance.
4. Flexible Spending Account (FSA).
5. Employee 401 (K) Savings Plan.
6. Vacation Time: 1st year (10 days prorated), 2nd year (12 days), 3rd year (14 days), 4th year (16 days), 5th year (18 days), 6th and after (20 days).
7. Thirteen Paid Holidays per year.
8. Sick Time.
9. Tuition Reimbursement 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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