IT Support Specialist, Global IT Division, Tokyo

Background of Recruitment

We are an organization where all employees are users, and we are strengthening our structure in response to the increase in employees. This organization supports the use of internal IT and assists in resolving IT issues and concerns.

Job Description

As our company continues to aim for rapid growth through expansion, service growth, and the establishment of group companies, you will be responsible for the IT support desk. You will be at the forefront of system support, creating an environment that maximizes member performance through the use of internal IT.

We are looking for members who can support the use of internal IT, maximize overall efficiency, and assist in resolving IT issues.

• Provide daily IT support within the company, including computer hardware, VOIP phones, smartphones, tablets, SaaS, etc.
• Handle daily permission and account management workflow requests.
• Communicate efficiently via text chat and verbally, collaborating with relevant internal and external members throughout the process.
• Take ownership of incoming IT requests and tickets from opening of a ticket to its resolution, ensuring accurate issue resolution is captured.
• Onboarding and offboarding users.
  Procure, manage, operate, install, apply patches/upgrades, replace, and repair IT software/hardware.
• Demonstrate solid troubleshooting skills for identifying the root cause of issues in order to provide the most suitable way to resolve them.
• You will be the go to person within the team around the end user facing technologies that the Global IT team is currently supporting.
• The team embraces a user focused support experience when it comes to helping users.

Required Skills and Experience

• Three or more years experience in IT Support / Help Desk duties.
• Use of a ticket-based incident management systems (example: ServiceNow, ZenDesk, Jira Service Management)
• Support and troubleshooting devices running macOS and/or Windows 11
• Support for mobile devices like iOS, iPadOS, Android
• Basic hardware diagnostics and repairs skills
• Basic knowledge of IT security practices and policy.
• A working knowledge of Generative AI, and AI from an end user perspective, and have experience using it in a corporate environment.
• Ability to work across the organization with agility and communication skills
• Excellent written and verbal communication skills
• Flexible mindset to adapt and grow in a dynamic and innovative environment
• Able to work in an networked organization.

Preferred Skills and Experience

• Document creation and updates, such as operational procedures
• Five or more years experience in supporting and troubleshooting macOS/iOS devices.
• Experience working in IT startups, ventures or multinational corporations
• Experience using MDM tools (Jamf Pro and/or MS Intune)
• Experience operating groupware like Google Workspace, EntraID
• Experience in IT asset management
• Automation of routine tasks through the use of scripting languages, and/or low and no-code solutions
• Procurement and asset management of IT equipment and licenses
• Vendor management experience.
• Knowledge of internal networks, DNS, DHCP, and troubleshooting wired/wireless LAN
• CompTIA A+ certification or equivalent knowledge/experience
• ITIL 4 Foundation certification or equivalent knowledge/experience
• Experience in AI development and/or experience in using AI tools to improve development processes.
  • Money Forward recently announced our AI Strategy roadmap which focuses on improving AI-driven operational efficiencies, as well as integrating AI agents into our products to deliver better value to our users. (More information here)

Language Requirements

• Japanese: Business level - JLPT 2 or equivalent
  • The role includes supporting Japanese speaking only users.
  • The role requires handling tickets and workflow requests that are written in Japanese
• English: Basic business level (equivalent to TOEIC 700 points or higher)
  • As the scope of work includes overseas locations and communicating with English speaking users, meetings and text communication will occur in both Japanese and English.
  • Those without qualifications equivalent to TOEIC 700 points or higher will be required to take a company-designated test during the selection process (typically after the first interview).

Desired Characteristics

• Someone who resonates with Money Forward's culture
• Values teamwork and can maximize performance as a team
• Enjoys the growth of team members
• Proactively identifies challenges and constructively works towards solutions without being satisfied with the status quo
• A proactive mindset to challenge new technologies, unfamiliar areas, and areas without prior knowledge

Technical Stack and Tools Used

• Slack
• Cybozu
• Zoom
• EntraID
• Google Workspace
• Jamf Pro
• Microsoft Intune
• Notion

Work Environment

At Money Forward, we provide an environment where we can create world-class services together, and we are looking forward to welcoming you.

• Provided PC Specs: We provide PCs equipped with the latest CPUs (MacOS or Windows). Custom-made PCs tailored to business requirements and replacements with the latest OS are also possible.
• Systems to Enhance the Development Environment: Peripheral devices necessary for work (such as displays, mice, keyboards) can be purchased as office supplies. Generally, you can choose from standard products (catalog), and if conditions are met, you can apply for non-standard products as well.
• Money Forward Library: We have a library system where you can freely borrow books, ranging from technical books to management books. Desired books can be purchased at the company's expense.
• Referral Driven: We cover the cost of recruitment meals. There is a referral reward system.
• Conference Participation Support: The company partially covers participation in domestic and international conferences, such as RubyKaigi and Google I/O.