Job Description:
Business Overview
The Technology Management Division (TMD) provides Corporate IT, and Cyber Security & Privacy Governance to Rakuten Group companies and essential business management for technology organizations, thereby enabling innovation and strengthening the technology foundation. Within TMD, the Corporate IT Supervisory Department (CITD) drives Rakuten Group’s global corporate IT services and infrastructure.
Our mission is to empower Rakuten through innovative and secure IT solutions that enhance efficiency and foster productivity.
Department Overview
The Corporate IT Service Department (CITSD) empowers Rakuten through innovative and secure IT solutions that drive efficiency and enhance productivity. Our service scope encompasses enterprise application management for core business functions, driving business process automation and digital transformation through our IT platform, providing comprehensive end-user support and operations, and optimizing IT processes to support a range of essential services and platforms.
Position:
Why We Hire
To further elevate the service quality of our internal IT help desk, we are seeking a new team member. This role encompasses a wide range of responsibilities, from handling escalations and improving support processes to managing urgent incident responses. Through these diverse tasks, you will strengthen our IT support and contribute to the company-wide enhancement of productivity.
Position Details
As an IT Help Desk Operations Member, you will be instrumental in ensuring the stable operation and continuous quality improvement of our IT support. You will drive daily operational management, handle escalations from the field, and coordinate with internal and external stakeholders. Your responsibilities also include validating supported systems and services, and leading the formulation and enhancement of support processes. Furthermore, you will contribute to the optimization of the company's IT environment and productivity by developing and implementing technical skill-building initiatives for operations staff, providing IT support to executives, and managing urgent incident responses.
Work Environment
We are now looking for a member class IT Support Specialist.
Our team members each possess multiple years of hands-on experience in IT help desk operations, encompassing both in-person and remote support.
Mandatory Qualifications:
1) Management Experience: 3+ years of experience in a team leader, supervisor, or management role within an IT Help Desk, IT Support Center, or equivalent organization.
2) Language Skills: Business-level proficiency in both Japanese and English, with practical IT support experience in both languages.
3) IT Skills:
- Broad IT knowledge equivalent to or exceeding the IT Passport Examination (Japan).
- IT support experience with Microsoft 365 or similar groupware.
- IT support experience in both Windows and Mac client environments.
- IT support experience with MFA (Multi-Factor Authentication).
- Experience providing both in-person and remote IT support.
Desired Qualifications:
- Vendor Management: Experience in vendor management within an IT Help Desk or IT Support Center.
- VIP Support: Experience providing in-person IT support to VIP users.
Other Information:
Additional information on Location
Rakuten Crimson House
(Head office)
Note: Short-term business trips to other domestic offices may be required.
Additional information on English Qualification
TOEIC Score 800 above or possess equivalent abilities
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