Job Title: Desktop Support Technician – Level 2 (Mac & AV Specialist)
Location: Japan
Job Type: Full time
Reports To: IT Support Manager / Service Desk Lead / Field Technician
Job Summary:
We are seeking a highly skilled and customer-focused Desktop Support Level 2
Technician with strong experience in Mac support, AV systems, and IT ticketing
tools. The ideal candidate will provide intermediate-level technical support to end
users, resolve hardware and software issues across macOS and Windows
environments, and support audiovisual systems used in meetings, events, and day-to-day operations.
Key Responsibilities:
Provide Level 2 desktop support for users across macOS and Windows platforms.
Troubleshoot and resolve issues related to Mac hardware, macOS, system
performance, and third-party applications.
Manage and maintain AV equipment (conference room setups, projectors, video conferencing tools like Zoom, Teams, Webex).
Assist with the setup and support of meetings, video calls, and AV events.
Utilize ticketing systems (e.g., ServiceNow, Jira, Zendesk) to manage, track, and document incidents and service requests.
Escalate unresolved issues to Level 3 or specialized teams as needed, ensuring proper documentation and follow-up.
Support mobile device management (MDM) solutions (e.g., Jamf, Intune).
Perform installations, moves, adds, and changes (IMAC) of desktop and peripheral equipment.
Maintain asset inventory and ensure compliance with IT standards and policies.
Collaborate with cross-functional teams to support IT projects and deployments.
Provide excellent customer service, ensuring a positive user experience.
Required Qualifications:
2–4 years of experience in a desktop support or IT help desk role, with specific expertise in Mac environments.
Strong troubleshooting skills for macOS (Ventura, Monterey, etc.) and familiarity with Windows 10/11.
Experience supporting Apple hardware (MacBook, iMac, peripherals) and AV
systems (e.g., Zoom Rooms, Logitech Rally, Crestron).
Solid knowledge of ticketing systems and incident management processes.
Familiarity with MDM tools such as Jamf Pro, Intune, or similar.
Good understanding of networking fundamentals (DNS, DHCP, Wi-Fi connectivity).
Strong communication and interpersonal skills.
Preferred Qualifications:
Apple Certified Support Professional (ACSP) or similar certification.
Experience in a corporate or enterprise IT environment.
Knowledge of scripting or automation tools (Bash, Python, AppleScript) is a
plus.
