[Remote] Desktop Support Engineer - Must be Fluent in Japanese and English

Note: The job is a remote job and is open to candidates in USA. STAND 8 Technology Consulting provides end-to-end IT solutions to enterprise partners across the United States. They are seeking a skilled Techline Support Analyst to focus on live chat support for internal users, troubleshooting technical issues across Windows and macOS environments. Responsibilities • Respond to 50-60 incoming chat requests per day via ServiceNow. • Troubleshoot and resolve Level 1 and Level 2 desktop issues. • Handle 1-2 simultaneous live chat sessions with users. • Remote into user devices to diagnose and resolve technical problems. • Escalate cases into ticket queues when issues cannot be resolved via chat. • Support and troubleshoot issues across Windows 10, macOS, laptops, desktops, and enterprise applications. • Provide configuration and troubleshooting for smartphones/mobile devices. • Collaborate closely with global Techline team members to ensure consistent and exceptional support. • Adapt to evolving support needs, with potential expansion into phone support. Skills • Experience troubleshooting issues in Windows and macOS environments. • Strong background in desktop support (Level 1.5 - Level 2). • Experience interfacing directly with users to diagnose and resolve device issues. • Ability to work independently and without supervision. • Professional, mature, friendly, and customer-service focused approach. • Experience using ServiceNow or similar ITSM platforms. • Ability to remote into devices and walk users through solutions clearly. • Prior experience supporting large enterprise environments. • Experience handling phone-based IT support. • Previous experience supporting media or entertainment organizations. Benefits • Medical coverage and Health Savings Account (HSA) through Anthem • Dental/Vision/Various Ancillary coverages through Unum • 401(k) retirement savings plan • Paid-time-off options • Company-paid Employee Assistance Program (EAP) • Discount programs through ADP WorkforceNow Company Overview • STAND 8 is a global technology consulting and staffing leader that helps businesses transform and scale through tailored IT solutions. It was founded in 2009, and is headquartered in Long Beach, California, USA, with a workforce of 201-500 employees. Its website is https://www.stand8.io. Company H1B Sponsorship • STAND 8 Technology Consulting has a track record of offering H1B sponsorships, with 1 in 2024, 5 in 2023, 3 in 2022, 6 in 2020. Please note that this does not guarantee sponsorship for this specific role. Apply tot his job Apply To this Job