Technical Support Analyst

Location: Full-time, in-office based in Tokyo; travel to Hong Kong and China is required approximately 25%, with flexibility outside core business hours as needed.

Company

Professional services law firm with offices across Asia and a regional and global IT organization.

What you will do

• Provide onsite first- and second-line IT support for the Tokyo office as the primary local IT presence.
• Deliver remote support to offices in Hong Kong, Beijing, and Shanghai, coordinating across locations and time zones.
• Escalate and resolve complex or high-impact technical issues, managing tickets through the firm’s ticketing system.
• Build, configure, deploy, and support laptops, peripherals, mobile devices, software, and remote-access solutions.
• Maintain hardware inventories, loaner equipment, workstation setups, and meeting-room and videoconferencing technologies.
• Provide user support and basic training, participate in IT improvement initiatives, prepare weekly reports, and support after-hours maintenance or outages.

Requirements

• Prior IT support experience in a law firm, professional services, or corporate office environment.
• Experience supporting users across multiple offices or regions.
• Strong knowledge of desktop, laptop, software, and mobile-device support.
• Proficiency with Microsoft Office applications, including Word, Outlook, Excel, and PowerPoint.
• Professional verbal and written communication skills in Japanese and English are required.
• Strong organization, problem-solving, attention to detail, collaboration, professionalism, discretion, and client-service skills.

Nice to have

• Mandarin communication skills.

Culture & Benefits

• Service-oriented work in a professional services environment.
• Collaboration with colleagues across locations and cultures.
• Participation in regional and global IT meetings and continuous improvement initiatives.
• Approximately 25% travel to other Asia offices.
• Occasional lifting of equipment weighing up to 15 kg.