Impress employers and recruiters.
Choose from hundreds of resume examples.

Impress employers and recruiters.
Choose from hundreds of resume examples.

Target Resume Now

About the Role

Seeking a Tier 3 level hardware/software Support Engineer for a Global Dutch Owned Audiovisual Electronics Manufacturer. This role is for an 'Electronics Nerd' passionate about products like Bluetooth Earbuds, Headsets, and Streaming Video Cameras.

Responsibilities

• Resolve technical issues escalated by Tier 1 and Tier 2 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 to Tier 2, 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

• High standard of personal integrity & professionalism.
• Native Japanese speaker fluent in English.
• Bachelor’s degree in a related field or combination of relevant education and experience.
• 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.
• 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.
• Ability 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%.

Skills

• Audio and video technology
• Associated IT infrastructure
• UC and meeting room applications
• Microsoft Teams Rooms
• Zoom Rooms
• DECT
• Bluetooth RF technology
• Microsoft Office suite
• Teams
• Word
• Excel
• OneNote
• Problem-solving
• Fault isolation
• Logic-based testing
• Collaboration solutions
• Teams
• Teams Rooms
• Zoom
• Zoom Rooms
• Windows
• macOS
• Linux
• ChromeOS
• iOS
• Android

Location

• Tokyo, Japan

Work Type

• Hybrid

Experience Level

• Tier 3 level
• 3–5 years in a similar role
• 2+ years of experience installing and configuring headset/collaboration applications
• 2+ years of experience with similar products and solutions

Education Level

• Bachelor’s degree in a related field or combination of relevant education and experience

About the Company

• Global Dutch Owned Audiovisual Electronics Manufacturer