Job Description: Integrated MS/DX Analyst (Integrated Management Services) / Service desk expert

Department: IT Operations/Service Desk
Reporting To: Operation Manager
Summary :
We are seeking a highly skilled and motivated Integrated MS/DX Analyst. This critical role involves providing comprehensive technical support for a variety of systems, including servers, POS equipment, and other critical infrastructure.
The successful candidate will be responsible for receiving and resolving inquiries, performing troubleshooting within defined SLAs, monitoring system health, and managing server operations.
This position requires strong technical skills, excellent problem-solving abilities, and effective communication skills with internal and external stakeholders, including Japanese-speaking clients and counterparts.

Key Responsibilities:

Incident Management: Receive and respond to inquiries via email and phone, resolve them timely and effectively within established Service Level Agreements (SLAs).
System Monitoring: Monitor multiple systems, servers, and POS equipment using various monitoring tools, proactively identifying and addressing potential issues.
Troubleshooting: Diagnose and resolve technical issues related to servers, POS equipment, and other supported systems.
Server Management: Perform server backups, maintenance, and operational tasks to ensure system stability and availability.
Reporting: Generate regular reports on system performance, incidents, and other relevant metrics for stakeholders.
Communication: Communicate effectively with internal teams and external clients, especially Japanese-speaking clients and counterparts, providing clear and concise updates on incident status and system performance.
Collaboration: Collaborate with other team members to resolve complex issues and improve overall system performance.

Qualifications: