Technical Support Analyst, Japan

<p style="text-align:left"><b>Help us change lives</b></p><p style="text-align:left">At Exact Sciences, we’re helping change how the world prevents, detects and guides treatment for cancer. We give patients and clinicians the clarity needed to make confident decisions when they matter most. Join our team to find a purpose-driven career, an inclusive culture, and robust benefits to support <u>your</u> life while you’re working to help others.</p><p style="text-align:inherit"></p><div><p><b>Position <span>Overview</span></b></p><p>The Technical Support Analyst is a position that<span> will </span>require both technical and exceptional interpersonal skills. This role will be responsible for responding to operational break/fix scenarios, as well as upgrading and maintaining end user devices through regular refresh intervals and projects requiring new equipment. The Technical Support Analyst will work with other technical resources, adhere to procedures, workflows, and tools to provide exceptional support and customer service.<br /> </p><p><b>Essential<span> Duties</span></b></p><p>Include, but are not limited to, the <span>following:</span></p><ul><li>Provide technical support with heavy emphasis on excellent customer service and methodical troubleshooting of IT related problems for onsite/remote users including, but not limited to, software/hardware, such as laptops, desktop computers, mobile phones, and printers.</li><li>Document troubleshooting steps and resolutions in <span>ServiceNow.</span></li><li>Engage in ticket queue management using <span>ServiceNow.</span></li></ul></div><div><ul><li>Perform extended or complex troubleshooting and participate in root cause <span>analysis.</span></li><li>Perform independent research to resolve issues, including use of internal knowledge <span>bases.</span></li><li>Provide input on improving existing IT support <span>processes.</span></li><li>Own incidents and follow through on behalf of the user, communicate progress in a timely manner, and keep user informed.</li><li>Maintain exceptional customer service for all support and adhere to all service management <span>principles.</span></li><li>Excellent communication skills with a heavy focus on customer excellence and service <span>delivery.</span></li><li>Demonstrate basic presentation skills and ability to present in small <span>groups.</span></li><li>Strong documentation skills and knowledge base article <span>management.</span></li><li>Excellent organizational and time management <span>skills.</span></li><li>Ability to be able to prioritize incident response (applying the ITIL service management<span> framework).</span></li><li>Ability to work independently with minimal oversight and apply analytical and critical <span>thinking.</span></li><li>Support and comply with the company’s Quality Management System policies and <span>procedures.</span></li><li>Ability to work nights and/or weekends in exceptional cases as and when <span>required.</span></li><li>Ability to work on a mobile device, tablet, or in front of a computer screen and/or perform typing <span>for </span>approximately 80% of a typical working <span>day.</span></li><li>Ability to work with a diverse range of cultures in a professional <span>manner.</span></li><li>Regular and reliable attendance at the company’s office location in Tokyo, <span>Japan.</span><br /> </li></ul><p><b>Minimum <span>Qualifications</span></b></p><ul><li>Fluency in the English and Japanese languages and ability to communicate in English on technical topics relating to the provision of IT support.</li><li>4th level vocational qualification in IT; or high school diploma and 4&#43; years of relevant<span> experience.</span></li><li>2&#43; years of previous IT Service Desk and/or call center <span>experience.</span></li><li>2&#43; years of experience using and troubleshooting Outlook within a network environment (i.e., permissions, calendar sharing, delegation, etc.).</li><li>2&#43; years of Incident Management experience, managing business expectations and <span>communications.</span></li><li>2&#43; years of experience working with Microsoft-based operating systems, with emphasis on Windows 10 and the O365 suite of applications.</li><li>2&#43; years of experience working with and troubleshooting MacOS and iOS <span>devices.</span></li><li>1&#43; year of experience with OKTA end-user administration or relevant <span>technology.</span></li><li>Professional working knowledge of active directory, creating user accounts, resetting passwords, creating groups, and security group administration.</li><li>Strong grasp of basic security principles and practices as it pertains to a business <span>environment.</span></li><li>Authorization to work in Japan without visa <span>sponsorship.</span></li></ul></div><p></p><p><b>Preferred<span> Qualifications</span></b></p><ul><li>CompTIA A&#43; certification and/or other recognized IT support <span>qualifications.</span></li><li>Experience using ServiceNow for IT Service <span>Management.</span></li><li>Experience supporting remote<span> employees.</span></li><li>Experience in healthcare or<span> biotechnology.</span></li><li>ITIL/HDI training and <span>certification.</span></li><li>Microsoft SCCM and Windows 10 <span>expertise.</span></li><li>JAMF Apple Device Management <span>expertise.</span></li><li>Superior technical communication <span>skills.</span></li><li>Experience in molecular biology, genomics, translational science, and/or personalized <span>medicine.</span></li><li>Knowledge of other Asian languages (Mandarin Chinese, <span>Korean).</span></li></ul>#LI-BP1<p style="text-align:inherit"></p><p style="text-align:inherit"></p><p style="text-align:left">Employment Term: This role includes a 3-month probationary period during which employment conditions remain unchanged. Employment is on an indefinite-term contract, and a one-month notice period is required for voluntary resignation, in accordance with company policy. Employees may be required to work overtime based on business needs, including occasional holiday and weekend work, with compensation provided per company policy and local labor regulation.</p><p style="text-align:inherit"></p><p style="text-align:left">Salary Range:</p>4 400 000 ￥ - 7 200 000 ￥<p>The annual base salary shown is a national range for this position on a full-time basis and may differ by hiring location. Additionally, this role includes either 30 hours of overtime per month or 10 hours of midnight work per month, depending on the position. This position is also eligible for a bonus.</p><p></p><p>Employee Benefits: Exact Sciences is committed to providing a comprehensive employee experience that supports well-being and professional growth through our benefits. Learn more about our <a href="http://careers.exactsciences.com/benefits" target="_blank">benefits</a> by selecting the country you&#39;re interested in to view specific offerings. Based on business needs and role eligibility, relocation support may also be available in accordance with company policy.</p><p style="text-align:left">Our success relies on the experiences and perspectives of a diverse team, and Exact Sciences fosters a culture where all employees can develop personally and professionally with a sense of respect and belonging. If you require an accommodation, please contact us <a target="_blank" href="mailto:neo&#64;exactsciences.com?subject&#61;Exact%20Sciences%20Recruiting">here</a><span>.</span></p><p style="text-align:inherit"></p><p style="text-align:left">Not ready to apply? Join our <a target="_blank" href="http://exactsciences.wd1.myworkdayjobs.com/en-US/Exact_Sciences/introduceYourself">Talent Community</a> to stay updated on the latest news and opportunities at Exact Sciences.</p>