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About the Role
As an IT Desktop Support Engineer, you will be the first point of contact for RHAELM's Japan-based staff, ensuring the reliable operation of laptops, desktops, mobile devices, and collaboration tools for our Tokyo office and remote workforce. This hands-on role involves owning incidents from start to finish, managing the hardware lifecycle for end-user devices, and collaborating with regional and global IT teams to maintain alignment with RHAELM's infrastructure standards. Reliable IT is crucial in this role, underpinning the trust our regulated-sector clients place in us.
Responsibilities
- Resolve desktop, laptop, mobile device, and peripheral incidents raised by staff via the ticketing system.
- Manage the end-user device lifecycle: provisioning, imaging, patching, redeployment, and secure decommissioning.
- Provide deskside and remote support for Windows and macOS, Microsoft 365, VPN, and video conferencing equipment.
- Diagnose desk- and meeting-room-level connectivity issues, escalating infrastructure faults where needed.
- Maintain accurate asset records and IT stockroom inventory.
- Document troubleshooting steps and resolutions in the knowledge base.
- Support onboarding and offboarding, including account setup and access deprovisioning.
- Liaise with regional and global IT teams to align support delivery with company-wide standards.
Requirements
- Experience in a desktop support, IT helpdesk, or end-user computing role in a corporate environment.
- Experience supporting Windows 10/11 and macOS, including imaging and standard application deployment.
- Experience working within a ticketing system and against defined SLAs.
- Experience supporting video conferencing and meeting-room technology (Teams, Zoom, or equivalent).
- Experience working alongside regional or global IT teams in an international organisation is an advantage.
Skills
- Strong working knowledge of Windows and macOS desktop environments, Microsoft 365, and standard business applications.
- Practical understanding of basic networking (TCP/IP, DNS, VPN) sufficient to diagnose desk-level issues.
- Professional-level Japanese and English, spoken and written.
- Clear, patient communication style suited to supporting non-technical users under time pressure.
- Methodical troubleshooting approach with strong attention to detail.
Location
- Tokyo
Work Type
- Onsite
Education Level
- Relevant IT certification such as CompTIA A+, Microsoft Certified: Modern Desktop Administrator, or equivalent.
- Diploma or degree in Information Technology, Computer Science, or a related field, or equivalent experience.
- ITIL Foundation certification desirable but not essential.
About the Company
- RHAELM is the sovereign AI cloud built to accelerate secure AI deployment at scale, combining power and infrastructure pipelines with global capability and local, in-country operations.
- Headquartered in London, with deployments across Europe and APAC, we deliver ring-fenced compute, networking, and storage infrastructure alongside a sovereign platform and flexible Bare Metal, Kubernetes, and AI-as-a-Service models.
- Focused on regulated and mission-critical sectors including Government, Defence, Healthcare, and Financial Services, we give organisations sovereign control over their AI infrastructure, platform, and data.