Desktop Support Specialist

About the role

Remote People is seeking a Desktop Support Specialist to join its global IT services team in Tokyo. You will be the first point of contact for end‑users, delivering prompt technical assistance across a range of devices and platforms while ensuring a smooth and professional experience for all users, including VIPs.

Key responsibilities

• Provide first‑line support via walk‑ins, phone, email and ServiceNow, handling incident triage, account access and basic troubleshooting for desktops, laptops, mobile devices and peripherals.
• Configure, install, move, add and change (IMAC) devices, resolving common issues with Windows, macOS, Office 365, VPN and network connectivity.
• Maintain accurate ticket records, solution documentation and process guides.
• Support conference rooms and A/V equipment, offering rapid assistance during meetings.
• Escalate complex cases to remote teams, meet SLA targets and collaborate with IT groups to improve automation and self‑service options.

Required profile

• Proven experience diagnosing and fixing Windows and macOS issues, including Office 365, VPN and network connectivity.
• Hands‑on experience with device deployment and IMAC processes.
• Familiarity with IT service management tools, preferably ServiceNow, and remote support tools such as ProxyPro or Microsoft Teams.
• Strong customer‑service orientation, especially when supporting VIP users.
• Good command of English and Japanese.
• Willingness to work a hybrid schedule with rotational shifts, including weekends.

Required skills

• Windows
• macOS
• Office 365
• VPN
• Network connectivity
• ServiceNow
• ProxyPro
• Microsoft Teams
• Device deployment
• IMAC processes