Technical Support Specialist - Installation, Licensing & Enterprise Systems

    • Tokyo, Japan

Job Requisition ID #

Position Overview
The Technical Support Specialist will convey an urgency to resolve customers' problems; reflect a positive, friendly and professional disposition during support calls and in writing; and will follow up to ensure that their suggestions are understood and applied by the customer


  • Use troubleshooting and communication skills, this role focuses on solving client software installation and licensing issues
  • Issues need to be properly analyzed, documented, and resolved, creating an outstanding customer experience and enhancing the team's knowledge
  • This role reports to a Support Manager and requires the use of good judgment, critical thinking, risk tolerance, and independent decision making when managing your caseload
  • This role entails research, troubleshooting systems and programs, and identifying program and system conflicts that may be preventing clients from installing, licensing, or using Autodesk software

  • この役割はソフトウェアのインストールとライセンス関連の技術的な問題を解決することに焦点を当てるため、トラブルシューティングとコミュニケーションのスキルが必要です。
  • 問題を適切に分析、文書化、解決して、卓越したサポート体験をお客様に感じてもらい、そしてチームの知識を高める必要がある
  • サポートマネージャーにレポートします。また自分のお問い合わせ対応については、適切な判断、動作の問題に対しうるCritical Thinking、客リスク許容度、および独立した意思決定などが必要になります。

Minimum Qualifications
  • Functional knowledge of Operating Systems and general program installation experience: Windows (Primary), MAC (Secondary), Linux (occasional need)
  • Good knowledge of Windows system tasks (installs/uninstalls/configuration/deployment/system troubleshooting)
  • Experience with Internet and/or Network infrastructure technologies (SSO, Web servers, network security, IIS, Packet Traffic, Firewalls, etc.)
  • Comprehensive knowledge of Microsoft Server and Desktop Infrastructure, including but not limited to Active Directory, Group Policies, and general OS and network troubleshooting (MCSE certifications preferred)
  • Exposure to cloud technologies and related troubleshooting skills would be preferred
  • Strong written and verbal communication skills
  • Customer service experience
  • Ability to be flexible and learn quickly in a fast-paced environment
  • Strong attention to detail
  • Ability to manage multiple priorities
  • Fluency in Japanese, business-level English

  • オペレーティングシステムの内部的な仕組みの知識と一般的なプログラムのインストール経験:Windows(プライマリ)、MAC(セカンダリ)、Linux(必要な場合)
  • Windowsシステムタスクに関する十分な知識(インストール/アンインストール/構成/展開/システムのトラブルシューティング)
  • インターネットまたはネットワークインフラストラクチャテクノロジー(SSO、Webサーバー、ネットワークセキュリティ、IIS、パケットトラフィック、ファイアウォールなど)の経験
  • クラウド関連のトラブルシューティングの経験やスキルがあるとよりよい
  • 文書と会話によるコミュニケーション能力
  • カスタマーサービスの経験
  • エスカレーションのみならず問題の細部の調査ができること
  • 新しい環境で柔軟にすばやく対応できる能力
  • 複数の優先順位に対して適切に管理できる
  • 流ちょうな日本語とビジネス英語

At Autodesk, we're building a diverse workplace and an inclusive culture to give more people the chance to imagine, design, and make a better world. Autodesk is proud to be an equal opportunity employer and considers all qualified applicants for employment without regard to race, color, religion, age, sex, sexual orientation, gender, gender identity, national origin, disability, veteran status or any other legally protected characteristic. We also consider for employment all qualified applicants regardless of criminal histories, consistent with applicable law.

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