About Company
Rakuten Group, Inc. is a global leader in internet services that empower individuals and businesses. Headquartered in Tokyo, Rakuten offers a diverse range of services in e-commerce, fintech, digital content, and communications, serving over 1.6 billion members worldwide. Our mission is to empower society through innovation and entrepreneurship, fostering a vibrant ecosystem where everyone can thrive. We are committed to a dynamic, global work environment where diversity is celebrated, and technology is at the heart of everything we do. Joining Rakuten means becoming part of a team that is constantly pushing boundaries and creating new value for our users and partners globally. We pride ourselves on a culture of ‘Rakuten Shugi’ – a set of principles that guide our actions and decisions, driving us towards a brighter future.
Advertisement
Job Description
As an IT Support Specialist at Rakuten Group, Inc., you will be a vital member of our technology team, ensuring the smooth operation of our internal IT systems and providing exceptional support to our employees across various departments. You will be the first point of contact for technical issues, ranging from hardware and software troubleshooting to network connectivity and user account management. This role requires a proactive approach, excellent problem-solving skills, and a strong commitment to user satisfaction. You will contribute to maintaining a stable and efficient IT environment, enabling our teams to focus on their core responsibilities and drive innovation. We are looking for an individual who is not only technically proficient but also possesses strong communication skills, capable of explaining complex technical issues in an understandable way to non-technical users. This is an excellent opportunity for someone looking to grow their career in a fast-paced, global technology company, where your contributions directly impact our daily operations and overall success. You will work within a collaborative team, having access to cutting-edge technologies and opportunities for continuous learning and professional development.
Key Responsibilities
- Provide first and second-level technical support for hardware, software, network, and system-related issues via phone, email, and in-person.
- Diagnose, troubleshoot, and resolve technical problems efficiently, escalating complex issues to appropriate teams when necessary.
- Install, configure, and maintain desktops, laptops, mobile devices, printers, and other IT peripherals.
- Manage user accounts, permissions, and access rights across various systems (e.g., Active Directory, cloud applications).
- Assist with network troubleshooting, including Wi-Fi, VPN, and LAN connectivity issues.
- Maintain accurate records of all support requests and resolutions using our ticketing system.
- Develop and update IT documentation, knowledge base articles, and user guides.
- Participate in IT asset management, including inventory tracking, procurement, and deployment of equipment.
- Conduct user training sessions on new software or IT procedures as needed.
- Ensure compliance with company IT policies and security best practices.
Required Skills
- Proven experience in an IT support role (minimum 2 years).
- Strong knowledge of Windows and macOS operating systems.
- Familiarity with Microsoft Office Suite (Outlook, Word, Excel, PowerPoint) and Google Workspace.
- Experience with ticketing systems (e.g., Jira Service Management, Zendesk, ServiceNow).
- Basic understanding of networking concepts (TCP/IP, DNS, DHCP, Wi-Fi).
- Ability to troubleshoot hardware issues (desktops, laptops, printers).
- Excellent problem-solving and analytical skills.
- Strong communication and interpersonal skills, with a customer-centric approach.
- Ability to work independently and as part of a team in a fast-paced environment.
Preferred Qualifications
- Bachelor's degree in Computer Science, Information Technology, or a related field.
- IT certifications (e.g., CompTIA A+, Network+, Microsoft Certified: Modern Desktop Administrator Associate).
- Experience with cloud platforms (e.g., AWS, Azure, Google Cloud).
- Familiarity with ITIL framework.
- Business-level Japanese language proficiency (speaking, reading, writing).
- Experience supporting mobile devices (iOS, Android).
- Experience with MDM solutions.
Perks & Benefits
- Competitive annual salary and performance-based bonuses.
- Comprehensive health, dental, and vision insurance.
- Generous paid time off, including national holidays and special leave.
- Pension scheme and retirement benefits.
- Employee stock ownership plan.
- Subsidized cafeteria and wellness programs.
- Access to Rakuten University for continuous learning and career development.
- Global exposure and opportunities for international collaboration.
- Commuting allowance.
- Employee discounts on Rakuten services.
How to Apply
Interested candidates are encouraged to submit their application through our careers portal. Please click on the application link below, search for ‘IT Support Specialist’ or similar roles, and follow the instructions to upload your resume and cover letter. We appreciate your interest in Rakuten Group, Inc. and look forward to reviewing your qualifications.
Advertisement
