IT Support (Helpdesk)-JLPT N2

We are looking for an IT Support (Helpdesk) for our client users. Primary support languages are Japanese and English (Chinese is a plus). Handle first-line intake via email/phone/ticket, perform triage, resolve issues where possible, and escalate appropriately.

• Respond to user inquiries (email, phone, ticket creation/updates)

• Basic troubleshooting for Microsoft 365, Windows PCs, and business applications

• Identity verification, issue clarification, and first-line triage (account/device/network)

• Maintain FAQ/knowledge base, improve templates, keep accurate records

• Escalate to L2/L3 per defined criteria and follow through on progress

• Contribute to daily/weekly KPI inputs (volume, ASA, AHT, First Contact Resolution, etc.)

• Other duties as assigned

• JLPT N2 or above

• Polished, clear communication in Japanese and English (read/write/speak)

• Business-level English

• Basic operation knowledge of Microsoft 365 / Windows

• Teamwork and flexibility for shift work (including Lebaran holidays)

• 1+ year in helpdesk/technical support (or equivalent capability)

• Chinese language skills (HSK4+ preferred)

• ITIL fundamentals; experience with ServiceNow / Zendesk / Jira or similar ticketing tools

• Basic understanding of Microsoft Teams / Teams Phone / CCaaS integrations

• Hands-on experience with KPI operations (AHT/FCR) and FAQ development

Information :

• Company : AICORE Network Solution
• Position : IT Support (Helpdesk)-JLPT N2
• Location : Jakarta
• Country : ID