About the Role
A Level 2 Support Technician assists Level 1 technicians in solving basic technological problems and investigates elevated issues by confirming the validity of the problem and looking for known solutions related to these more complex issues.The tech determines whether the problem is a new issue or an existing one. Advanced diagnostic tools, issue reproduction, and data analysis may be done at this point.
This Solutions Engineer will focus on the Japan region, and is required to be fluent in English and Japanese.
Location – Flexible, remote in Texas
What You’ll be Doing
Review support tickets to see what has already been accomplished by the Level 1 tech and make note of how long they have been working with the particular customer
Prioritize the troubleshooting process and properly manage time
Ensure policy, organization, and device configuration were verified by L1
Attempt to reproduce all issues and gathering supporting data, logs, screenshots, etc.
Verify accurate integration configuration
Gather all information needed for cases of bug escalation as provided by customer
Reproduction of issues like scheduled actions not triggering, patch failures, remote connection failures, etc.
If the issue is an existing one, find out if there is a solution or a workaround, then tell the customer how to fix their problem
If there is not solution, as it’s an open bug or maybe require further investigation, gather all the required data and inform Level 3 or the ticket
Must be able to work a set schedule with rotating on-call duties during weekend every ~2 months with limited hours/scope)
Prompt, accurate follow-up to tickets and support calls
Ability to flourish under limited supervision
Collaborate with Engineering, Customer Success, QA, Product Management, and other internal departments to resolve critical product issues, develop solutions to minimize cycle time for problem resolution, and make improvements for future releases
Create and deliver product or technology training to internal and external partner teams (frontline tech support reps, resellers, distributors, etc.)
Share knowledge of issues and corresponding resolutions or workarounds with partner teams (including, but not limited to, the creation of new knowledge base articles)
About You
Associate’s degree in Computer Science and/or equivalent work experience
Must be fluent in Japanese and English
At least 2 years’ experience in a customer service/support related position
Proficient in Windows (Windows registry, services, etc.), working knowledge of MacOS, and general understanding of Linux distributions a plus
Must be fluent in Windows troubleshooting
Fluency in Mac troubleshooting a plus
Experience with Linux troubleshooting desired
Previous experience with Zendesk a plus!
Excellent oral and verbal communication skills a must!
Able to exercise good judgment of priority based on customer impact
Adaptable to new technologies and processes
Strong interpersonal skills so as to be able to work in a team-oriented environment
Understanding of any virtualization platform, basic networking
Previous experience with RMM software helpful, but not required
A good sense of humor
About Us
NinjaOne is a leading unified IT management solution that simplifies the way IT teams work. With NinjaOne, MSPs and IT departments can automate, manage, and remediate all their endpoint management tasks within one fast, modern, intuitive platform, improving technician efficiency and user satisfaction. NinjaOne supports over 10,000 customers around the world and is consistently ranked #1 for its world-class customer support. NinjaOne has been recognized as the best rated software in its category on G2 and Gartner Digital Markets for the past three years.
NinjaOne automates the hardest parts of IT to deliver visibility, security, and control over all endpoints for more than 20,000 customers. The NinjaOne automated endpoint management platform is proven to increase productivity, reduce security risk, and lower costs for IT teams and managed service providers. NinjaOne is obsessed with customer success and provides free and unlimited onboarding, training, and support. NinjaOne is #1 on G2 in endpoint management, patch management, remote monitoring and management, and mobile device management.
What You’ll Love
We are a collaborative, kind, and curious community.
We honor your flexibility needs with full-time work that is hybrid remote.
We have you covered with our comprehensive benefits package, which includes medical, dental, and vision insurance.
We help you prepare for your financial future with our 401(k) plan.
We prioritize your work-life balance with our unlimited PTO.
We reward your work with opportunity for growth and advancement.
Additional Information
This position is NOT eligible for Visa sponsorship.
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, genetic information, marital status, veteran status, or any other status protected by applicable law. We are committed to providing an inclusive and diverse work environment.
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