L1 Support Consultant

Location: Tokyo, Japan

Company

hirify.global is an independent technology consulting firm delivering technology guidance and solutions to businesses through an international team across more than 60 countries.

What you will do

• Provide first-level IT support for information requests, product functionality questions, and technical issues, resolving queries where possible during the first interaction.
• Manage incoming user tickets as the first point of contact and follow them through the full lifecycle in line with agreed service levels.
• Collect and document technical details including system and screen names, reports, error messages, logs, screenshots, activities, and resolution information.
• Troubleshoot desktop environments, Windows systems, Microsoft tools, password resets, printers, hardware, software, access, and network-related issues.
• Identify, escalate, and follow up on recurring issues, process gaps, outdated procedures, and complex incidents requiring other resolver groups.
• Communicate with customers by email and telephone and collaborate with technical teams and team leaders.

Requirements

• Experience in IT support, service desk, helpdesk, or remote technical support.
• Knowledge of desktop support, Active Directory, printers, hardware, Windows operating systems, Microsoft tools, and basic IT troubleshooting.
• Knowledge of networking fundamentals including VLAN, DNS, VPN, and connectivity troubleshooting.
• Fluent Japanese and English.
• Strong analytical skills and the ability to collect, structure, and accurately document technical information.
• Excellent communication skills and the ability to support users clearly and professionally.
• Strong ownership, issue follow-through, collaborative working skills, and a proactive mindset focused on continuous improvement.

Nice to have

• Academic background in IT, computer science, information systems, or a related field.

Culture & Benefits

• International community representing more than 110 nationalities.
• Internal Academy with more than 250 training modules.
• Regular internal events, including afterworks and team buildings.
• Opportunities to contribute to sustainability and social or environmental impact projects through the WeCare Together program.

Hiring process

• Brief virtual or phone call.
• Approximately three interviews, including discussions with the line manager and other role-related team members.
• Depending on the position, a case study such as a role play, technical assessment, or problem-solving scenario.