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About the Role
As a DevOps Engineer (L1/L2), you will be part of a global IT operations team, responsible for delivering and automating fast, friendly, and effective technical support to end-users across the Omnissa platforms. This role combines traditional helpdesk responsibilities with a strong focus on automation, process optimization, and knowledge management. The engineer acts as the first and second line of defense for all IT-related incidents and requests, while proactively identifying, building, and maintaining automation solutions to reduce repetitive L1 tasks, improve response times, and enhance the overall employee experience.
Responsibilities
- Provide L1 and L2 technical support via chat, ticketing system, email, and phone (callback only).
- Desk-side support and on-site IT infrastructure Support.
- Own end-to-end ticket lifecycle: logging, categorization, prioritization, troubleshooting, resolution, routing/escalation, and closure.
- Perform remote troubleshooting and resolution.
- Deliver white-glove IT support for new hires (hardware/software setup).
- Create, maintain, and improve knowledge base (KB) articles for internal team use.
- Develop, curate, and continuously update content, intents and workflows for the Omnissa’s internal Chat BOT (# Ozone-assist-Bot).
- Identify repetitive L1 incidents and proactively design automation opportunities to eliminate or reduce manual effort.
- Build, test, deploy, and document new automations.
- Regularly review, upgrade, and optimize existing automations for performance and relevance.
- Generate regular reports and metrics on ticket trends, automation impact, SLA performance, and service improvements.
- Conduct training sessions for new service desk team members when required.
- Rotational shifts (day/night/weekends) and ensure seamless 24×7 Ozone operations.
Requirements
- 1+ years of experience in a service desk, helpdesk, or technical support role (L1/L2).
- Desktop Support, Laptop Provisioning, and Troubleshooting.
- Basic Knowledge of Windows and Linux Operating Systems.
- Strong experience with ticketing systems (Jira Service Management - JSM).
- Solid understanding of Windows and macOS environments, Microsoft 365 suite, Active Directory, and common SaaS applications.
- Basic understanding of networking, VPN, and Endpoint security concepts.
- Proven hands-on experience building and maintaining automations (Power Automate, scripting – PowerShell/Python, Atlassian Assist workflows, etc.).
- Experience in training or managing content for AI-powered chatbots or virtual assistants.
- Strong troubleshooting and problem-solving abilities.
- Experience creating and managing knowledge base articles and self-service content.
- Familiarity with IT onboarding/offboarding processes and access management.
- Knowledge of ITIL processes; ITIL Foundation certification is a plus.
- Excellent written and verbal communication skills with a customer-first mindset.
Skills
- Power Automate
- PowerShell
- Python
- Atlassian Assist workflows
- Windows
- Linux
- Jira Service Management
- Microsoft 365
- Active Directory
- SaaS applications
- Networking
- VPN
- Endpoint security
- AI-powered chatbots
- Virtual assistants
- Knowledge base management
- ITIL
Location
- Tokyo, Japan
Work Type
- Onsite
- Full-time
Experience Level
- L1/L2
- 1+ years