End User Services Expert / Enabling Functions (Shizuoka)

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Ready to explore, break barriers, and discover more? We know you’ve got big plans – so do we! Our colleagues across the globe love innovating with science and technology to enrich people’s lives with our solutions in Healthcare, Life Science, and Electronics. Together, we dream big and are passionate about caring for our rich mix of people, customers, patients, and planet. That`s why we are always looking for curious minds that see themselves imagining the unimageable with us.

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メルクは、ヘルスケア、ライフサイエンス、エレクトロニクスの分野における世界有数の企業です。サイエンスとテクノロジーへのあくなき探究から生まれる革新的な製品・サービスで人々の豊かな暮らしを創造します。

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Job Title: End User Service Expert

Job Location: Kakegawa Shizuoka Japan

Job Responsibilities:
 

Key Responsibilities

The role will be responsible for end user support as Single point of IT contact in the Shizuoka sites. A technician responds to user technical assistance in person or on the phone or remotely, related to computer systems, hardware, and software.

The role will be also counterpart of the administration manager of the Shizuoka sites to provide seamless IT service with other IT team members.

Monitor, maintain, and constantly improve IT service level of the production sites and report relevant KPIs and statistics.

Responsibilities:

This role is responsible for EUS Operational Duties below:

1. End User Support and Incident management

• Act as 1st and 2nd level onsite and remote support for incident management at Shizuoka site.
• Provide day-to-day support for physical and virtual Windows/Intel based Desktops, Laptops, Application S/W, Mobile and Printer.
• Provide day-to-day IT support to local and remote offices/end users using.
  • IT support line (Ticketing system, Face-to-face support booth)
  • In person (via call, email, and instant messaging)

• Work with Global teams to resolve complicated and advanced IT related issues.
• Provide communication to end users on local outages and service degradation, planned down-time activities, and global initiatives which impact to local end users.

2. Device Setup

• Work on the installation, configuration, and ongoing usability of end user equipment, including Laptop/Desktop, mobile phone, printers, other peripheral equipment and software.
• Work on Images builds, and co-ordinate with different teams to set up of user accounts.
• End user device lifecycle replacement (PC, Mobile, Printer).

3. Asset Management

• Support IT equipment deployment to staff on-boarding and off-boarding, with accurate tracking to IT asset management.

• Support all services relating to Lifecycle management, IT Asset Management, License Management and User Access management for end user software and hardware.

• Ensure compliance with all IT polices and standards.
• Participate in Vulnerability Management process and take ownership of any High or Critical Vulnerability closures that require local on-site intervention.

4. Hybrid Event Support

The role will include managing & coordinating Hybrid event support requests, ensuring that all technical requirements (audio, video, network) are met, managing & executing dry runs and executing the event with customers.

5. Infrastructure Team Support

• Work with the infrastructure team to provide stable network, server, and communication services for each site.
• Support IT Infrastructure team for delivery IT, OT and Digital Plant Transformation in Shizuoka sites.
• Require occasional day trips to other production site for Infrastructure Team Support (Almost within Shizuoka Prefecture (Iwata))

Key Skills

• In depth knowledge of PC desktop (Required)
• Excellent communication and teamwork skills on-site & remotely (Required)
• Excellent analytical, problem-solving skills (Required)
• Knowledge of project management (Required)
• Basic knowledge of server/network/hardware (Desired)
• Vendor management skill (Desired)

Experience

• 5+ years good hands-on technical experience working as Desktop Support Engineer, Supporting Enterprise Users Windows operating systems and software. (Required).
• 3+ years of experience as on-site IT support for specific location (Required)
• 3+ years of experience working in international and diversified organization (Required)
• 3+ years of experience in IT Project management (Desired)
• 3+ years of experience with global IT project Japan rollout (Desired)
• 3+ years hands-on experience in supporting Hybrid Event Support onsite (MS Teams, Poly) (Desired)
•  

Certification

- Bachelor’s degree (4-year college degree) (Desired)

- Microsoft Certification Program (MCP) (Desired)

- CCNA (Desired)

- ITIL (Desired)

- PMP certified (Desired)

Language

- Native-level Japanese speaker (Required)

- Business-level English speaker (Desired)

Note

Travel (Up to 10%) – require occasional day trips to other production sites (almost within Shizuoka Prefecture (Iwata).

Recruiting Contact: Maiko Yamasue

Register now to our new Talent Zone! It is a great way to stay connected, learn more about our company, career opportunities and events! Even you have no plan to apply a position now, please feel free to register to be visible to our internal recruiters and stay in touch for future opportunities.

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Talent zone link: https://careers.vibrantm.com/global/en/jointalentcommunity

What we offer: We are curious minds that come from a broad range of backgrounds, perspectives, and life experiences. We celebrate all dimensions of diversity. We believe that it drives excellence, innovation, and human progress. We care about our customers, patients, and our rich mix of people. This diversity strengthens our ability to lead in science and technology. We are committed to creating access and opportunities for all and empower you to fulfil your ambitions. Our diverse businesses offer various career moves to seek new horizons. Join us in building a culture of inclusion and belonging that impacts millions and empowers everyone to bring their curiosity to life!

Apply now and become a part of our diverse team!