L1 Support Consultant

TL;DR

L1 Support Consultant (IT Support): Acting as the first point of contact for technical queries and frontline support for global users with an accent on ticket lifecycle management and troubleshooting hardware/software issues. Focus on ensuring SLA compliance, accurate diagnosis of system errors, and maintaining high levels of user satisfaction.

Company

hirify.global is an independent technology consulting firm with a global presence, providing guidance and digital solutions across 60 countries and multiple business lines.

What you will do

• Serve as the primary point of contact for incoming user support requests.
• Log, classify, and troubleshoot technical tickets regarding network access, password resets, and system configurations.
• Collect diagnostic information and document resolution details in the CRM system.
• Ensure compliance with established SLAs and maintain proactive communication with users.
• Escalate recurring or critical issues to appropriate internal engineering teams.
• Contribute to internal process improvements and assist with basic user training.

Requirements

• Previous experience in junior IT support or remote technical assistance.
• Proficiency in Windows OS environments and Microsoft Office tools.
• Working knowledge of networking concepts including VLAN, DNS, and VPN.
• Experience with Active Directory and general hardware/printer setup.
• Fluent proficiency in Japanese and English (written and spoken) is required.
• Strong customer service mindset and effective communication skills.

Nice to have

• Familiarity with ITIL best practices.
• Degree or technical certification in Information Technology.

Culture & Benefits

• Access to a robust internal training system with over 250 modules.
• Membership in an international community spanning 110+ nationalities.
• Opportunities for internal mobility and long-term career growth.
• Active participation in company events, team building, and social initiatives.
• Commitment to CSR through the WeCare Together program.

Hiring process

• Initial brief call to assess motivation and background.
• Approximately 3 interviews with team members and line management.
• Role-play or technical assessment case study depending on the specific role needs.