Function

Cloud & Data Engineering

Our Company

We’re Hitachi Digital Services, a global digital solutions and transformation business with a bold vision of our world’s potential. We’re people-centric and here to power good. Every day, we future-proof urban spaces, conserve natural resources, protect rainforests, and save lives. This is a world where innovation, technology, and deep expertise come together to take our company and customers from what’s now to what’s next. We make it happen through the power of acceleration.

Imagine the sheer breadth of talent it takes to bring a better tomorrow closer to today. We don’t expect you to ‘fit’ every requirement – your life experience, character, perspective, and passion for achieving great things in the world are equally as important to us.

Job description

We are seeking a highly motivated and customer-focused Japanese-speaking Service Desk Engineer to provide 24/7 technical support to global users. This role involves troubleshooting and resolving IT issues, escalating complex problems, and ensuring a high level of customer satisfaction.

What you’ll be doing

• Monitor application and system alerts, incidents, and service requests on a 24x7 rotational shift basis.

• Perform initial ticket triage, categorization, prioritization, and assignment to the appropriate support teams.

• Provide first-level troubleshooting and resolution for standard operational issues following defined SOPs and knowledge articles.

• Ensure timely incident acknowledgment, response, escalation, and communication in accordance with SLA requirements.

• Track and update ticket status regularly, maintaining accurate documentation of actions taken and resolutions provided.

• Coordinate with L2 teams, business users, and stakeholders to ensure prompt issue resolution and uninterrupted service availability

• Working shift: 06:00 ~ 14:00 / 14:00 ~ 22:00 / 22:00 ~ 06:00 (8hrs each)

What you bring to the team

• Bachelor’s degree in Japanese Language, Information Technology, Computer Science, Engineering, or related disciplines.

• At least 2 years of experience in IT Support, Service Desk, Help Desk, Technical Support, or customer-facing operational support roles.

• Strong Japanese speaking and listening skills (JLPT N2 or above)

• Be comfortable participating in meetings and handling calls with Japanese users and stakeholders.

• Strong customer service, communication, and problem-solving skills.

• Experience with ticketing systems, incident management processes, and SLA-driven environments is preferred.

• Available to work in one of the following shifts: 06:00 ~ 14:00 / 14:00 ~ 22:00 / 22:00 ~ 06:00 (8hrs each)

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About us

We’re a global, team of innovators. Together, we harness engineering excellence and passion to co-create meaningful solutions to complex challenges. We turn organizations into data-driven leaders that can make a positive impact on their industries and society. If you believe that innovation can bring a better tomorrow closer to today, this is the place for you.

Fostering innovation through diverse perspectives

Hitachi is a global company operating across a wide range of industries and regions. One of the things that sets Hitachi apart is the diversity of our business and people, which drives our innovation and growth.

We are committed to building an inclusive culture based on mutual respect and merit-based systems. We believe that when people feel valued, heard, and safe to express themselves, they do their best work.

How we look after you

We help take care of your today and tomorrow with industry-leading benefits, support, and services that look after your holistic health and wellbeing. We’re also champions of life balance and offer flexible arrangements that work for you (role and location dependent). We’re always looking for new ways of working that bring out our best, which leads to unexpected ideas. So here, you’ll experience a sense of belonging, and discover autonomy, freedom, and ownership as you work alongside talented people you enjoy sharing knowledge with.

We’re proud to say we’re an equal opportunity employer and welcome all applicants for employment without attention to race, colour, religion, sex, sexual orientation, gender identity, national origin, veteran, age, disability status or any other protected characteristic. Should you need reasonable accommodations during the recruitment process, please let us know so that we can do our best to set you up for success.