Helpdesk Support Engineer (Tier 2)

HIRING IMMEDIATELY!!!

Location: Tokyo, Japan

A Global Dutch Owned Audiovisual Electronics Manufacturer is seeking REMOTE Tier 2 level hardware / software Support Engineers! If you are an Electronics Nerd who geeks out on Electronics like Bluetooth Earbuds, Headsets, and Streaming Video Cameras, this position is for you!

Responsible for resolving technical escalations from Tier 1 support, consulting with the Tier 3 support team on tickets, and escalating those tickets to Tier 3 when applicable. While the ticket resides in Tier 2, owns all communication with internal and external stakeholders.

Key responsibilities:

• Resolve technical issues escalated by Tier 1 Support
  
• Reproduce, and resolve as many issues as possible and conduct sparring with Tier 3 colleagues when applicable
  
• Maintain a high level of technical expertise in audio and video technology and associated IT infrastructure
  
• Maintain awareness and knowledge of industry-leading UC and meeting room applications, such as Microsoft Teams Rooms and Zoom Rooms
  
• Drive and own the tickets escalated from Tier 1, acting as ticket owner and point of contact for customers/stakeholders while that ticket remains in Tier 2
  
• Ensure that the customer escalation process is followed consistently within the Global Customer Experience Escalation Ladder
  
• Propose and communicate findings to the Global Customer Experience Knowledge & Learning Center to update the Support Knowledge Base and online content
  
• Provide training to Tier 1 Support Specialists
  

Requirements

• We need local candidates who are fluent in English.
  
• High standard of personal integrity & professionalism
  
• Bachelor’s degree in a related field or combination of relevant education and experience
  
• 3–5 years in a similar role
  
• Familiar with test processes and methodologies
  
• Proficient with Microsoft Office suite (Teams, Word, Excel, OneNote)
  
• Excellent organizational, time management, communication, and presentation skills
  
• Ability to lead meetings, present to an audience, and conduct solution training.
  
• Excellent problem-solving and fault isolation skillset, a clear understanding of logic-based testing.
  
• Have a thorough understanding of modern audio and video technologies but also commonly used collaboration solutions from various vendors, such as Teams, Teams Rooms, Zoom, Zoom Rooms, etc.
  
• 2+ years of experience installing and configuring headset/collaboration applications such as Zoom Rooms, MTR, and similar on Windows, macOS, Linux, ChromeOS, iOS, Android environments, including hands-on product implementation
  
• 2+ years of experience with similar products and solutions, such as DECT and Bluetooth RF technology.
  
• The capability to explain complex setups and solutions.
  
• Strong analytical and influencing skills
  
• Ability to assist in building and supporting business cases
  
• Excellent communication skills, both written and verbal
  
• Ability to travel up to 20%