IT Support Specialist (Global IT Division)

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.

• 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.
• Take ownership of incoming IT requests and tickets from opening to resolution.
• Manage user onboarding/offboarding, including procurement and maintenance of software/hardware.
• Demonstrate solid troubleshooting skills to identify root causes and provide suitable resolutions.
• Act as the go-to person for end-user facing technologies supported by the Global IT team.

Required Skills and Experience

• 3+ years of experience in IT Support / Help Desk duties.
• Experience using ticket-based incident management systems (e.g., ServiceNow, Zendesk, Jira Service Management).
• Support and troubleshooting skills for devices running macOS and/or Windows 11.
• Support for mobile devices including iOS, iPadOS, and Android.
• Basic hardware diagnostics and repair skills.
• Basic knowledge of IT security practices and policy.
• Working knowledge of Generative AI from an end-user perspective within a corporate environment.
• Strong communication skills and the ability to work across a networked organization with agility.

Preferred Skills and Experience

• 5+ years of 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 such as Google Workspace and EntraID.
• Experience in IT asset management, procurement, and vendor management.
• Automation of routine tasks through scripting or low/no-code solutions.
• Knowledge of internal networks (DNS, DHCP, wired/wireless LAN troubleshooting).
• CompTIA A+ or ITIL 4 Foundation certification.
• Experience in AI development or utilizing AI tools to improve operational processes.

Language Requirements

• Japanese: Business level (JLPT N2 or equivalent). Ability to support Japanese-only users and handle Japanese documentation.
• English: Basic business level (TOEIC 700+ or equivalent). Ability to handle meetings and text communication for overseas locations.

Technical Stack and Tools

• Communication: Slack, Zoom
• Groupware/Identity: EntraID, Google Workspace, Cybozu
• MDM: Jamf Pro, Microsoft Intune
• Documentation: Notion

Desired Characteristics

• Resonates with Money Forward's culture and values teamwork.
• Constructively identifies and solves challenges without being satisfied with the status quo.
• Proactive mindset toward learning new technologies and unfamiliar domains.

Work Environment

At Money Forward, we provide an environment where we can create world-class services together.

• Provided PC Specs: Latest CPU-equipped PC (MacOS or Windows). Custom-made PCs and replacements with the latest OS are possible.
• Peripherals: Necessary devices (displays, mice, keyboards) can be purchased as office supplies.
• Money Forward Library: Freely borrow books or request new purchases at the company's expense.
• Referral Driven: Coverage for recruitment meal expenses and a referral reward system.
• Conference Support: Partial coverage for domestic and international conferences (e.g., RubyKaigi, Google I/O).