{"id":1216576,"url":"https://alion.io/job/wolters-kluwer-it-support-engineer","title":"IT support Engineer","company":{"id":2555,"name":"Wolters Kluwer","domain":"wolterskluwer.com","url":"https://alion.io/company/wolters-kluwer","size_band":"5000+","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Workday","truth_index":{"grade":"B","score":78,"open_postings":58,"ghost_share":0.017,"stale_share":0.81,"repost_share":0.034,"time_to_fill_p50_days":28,"computed_at":"2026-09-29T05:45:00Z"}},"role":"Support","role_family":"Support","seniority":"junior","employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Tokyo, Japan"],"countries":["JP"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":12000,"max_usd":35000,"period":"year","method":"global_role_cell_scaled_by_country","sample_n":480},"experience_years_min":2,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Active Directory","optional":false},{"name":"Copilot","optional":false},{"name":"DHCP","optional":false},{"name":"DNS","optional":false},{"name":"ITIL","optional":false},{"name":"ITSM","optional":false},{"name":"Microsoft Office","optional":false},{"name":"Microsoft Teams","optional":false},{"name":"OneDrive","optional":false},{"name":"ServiceNow","optional":false},{"name":"SharePoint","optional":false},{"name":"Windows","optional":false},{"name":"Azure","optional":true},{"name":"Linux","optional":true},{"name":"Microsoft Entra ID","optional":true},{"name":"Model Context Protocol","optional":true}],"status":"live","first_seen_at":"2026-09-25T09:39:41Z","employer_posted_date":"2026-09-25","last_verified_at":"2026-09-29T21:32:54Z","board_verified":true,"closed_at":null,"days_open":4,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":4},"description":"As an L2 IT Support Engineer, you will be responsible for the ongoing support, maintenance, enhancement, and operation of workplace technology, computer systems, and telecommunications services. In this role, you will provide advanced technical support to the business, handling complex end-user requests, L2 incidents, and service issues through phone, email, self-service portals, or direct hands-on engagement with user systems.\nYou will troubleshoot and resolve non-standard technical issues, ensuring timely restoration of services and a high-quality user experience. Additionally, you will provide operational and project-based support for local and global server-hosted applications, acting as hands-and-feet support where required.\nThis is an on-site, office-based position that requires a physical presence at the designated location. Remote work is generally not available for this role.\nEssential Duties & Responsibilities:\nProvide advanced onsite and remote technical support for company-issued desktops, laptops, mobile devices, printers, peripherals, and associated workplace technologies. \nDeliver end-user support through multiple channels, including phone, email, chat, and self-service portals, ensuring timely resolution and an excellent customer experience. \nTroubleshoot, manage, and resolve complex Tier 2 and Tier 3 incidents, service requests, and security-related issues, coordinating with internal teams and external vendors as required. \nInstall, configure, maintain, and support operating systems, enterprise applications, collaboration tools, and endpoint security solutions. \nProvide advanced user guidance and training on workplace technologies, including Microsoft 365, endpoint management platforms, and security best practices. \nManage endpoint lifecycle activities, including provisioning, deployment, refresh, recovery, decommissioning, and secure disposal. \nMaintain accurate hardware and software inventories, ensuring compliance with corporate asset management, licensing, and audit requirements. \nAdminister and organize IT storage facilities, stock management processes, and spare equipment inventories. \nCoordinate and manage loaner equipment programs, including device checkout, returns, asset tracking, and inventory reconciliation. \nManage operating system deployments, software packaging, updates, patching, and compliance activities. \nCoordinate hardware break-fix services, warranty repairs, vendor escalations, and replacement activities to minimize business disruption. \nDiagnose and resolve advanced hardware, software, networking, mobility, and workplace technology issues. \nUtilize and support enterprise management platforms including Microsoft Intune, Microsoft Configuration Manager (MECM/SCCM), Microsoft 365, Copilot, BigFix, Autopilot, Active Directory, and related endpoint management and collaboration solutions. \nSupport security compliance initiatives, endpoint protection, vulnerability remediation, privileged access controls, and audit-related activities in accordance with corporate security policies. \nEnsure service level agreements (SLAs), response times, and customer satisfaction targets are consistently achieved. \nCreate and maintain technical documentation, knowledge articles, standard operating procedures, and user support materials. \nCoordinate user onboarding, offboarding, and access management activities, including account provisioning, permission management, device allocation, and asset recovery. \nSupport and administer Microsoft 365 services, including Exchange Online, Teams, OneDrive, SharePoint, and related collaboration platforms. \nManage Windows Autopilot enrollment, device provisioning, deployment, and lifecycle management activities. \nMonitor and maintain endpoint security, compliance, encryption, and vulnerability remediation through enterprise security and management platforms. \nCollaborate with hardware, software, and service providers to coordinate repairs, warranty claims, escalations, procurement activities, and service improvements. \nManage the complete lifecycle of IT assets, including procurement, deployment, inventory management, refresh planning, redeployment, and decommissioning. \nSupport and maintain meeting room technologies, Microsoft Teams Rooms, audiovisual systems, conference devices, and associated collaboration technologies. \nManage incidents, service requests, problems, and change activities in accordance with ITIL best practices using ServiceNow or equivalent IT Service Management (ITSM) platforms. \nSupport the adoption and operational use of AI-powered workplace technologies, including Microsoft Copilot, Now Assist, automation platforms, and emerging digital workplace solutions.\nOther Duties & Responsibilities:\nYou may perform other duties as assigned by management like: \nPlan, implement, centralize, optimize, and continuously improve workplace technology and infrastructure services. \nIdentify opportunities for process improvement and automation, translating business requirements into scalable technical solutions. \nIndependently lead infrastructure and workplace technology projects through planning, implementation, testing, deployment, documentation, operational handover, and quality assurance. \nSupport the design, adoption, and enhancement of standardized global technology solutions while accommodating regional business requirements. \nProvide operational support and administration for core onsite infrastructure services, including Active Directory, DNS, DHCP, print services, storage solutions, and related technologies. \nCollaborate closely with global IT teams, vendors, and business stakeholders to deliver technology initiatives and maintain service excellence. \nParticipate in disaster recovery, business continuity, security compliance, and risk mitigation activities as required. \nContribute to technology refresh programs, office expansions, relocations, workplace transformations, and other strategic IT initiatives. \nProvide hands-and-feet support for local and global server, network, cloud, and infrastructure teams when required. \nTravel to regional or global Wolters Kluwer offices as necessary to support business operations, technology deployments, and project activities.\nJOB QUALIFICATIONS\nRequired Qualifications\nBachelor's degree in Information Technology, Computer Science, Engineering, or a related discipline, or an equivalent combination of education and relevant work experience. ・Fluent Japanese and business level English\nMinimum of 2 years of hands-on experience supporting Microsoft Windows desktop and server environments.\nMinimum of 2 years of experience supporting Microsoft Office / Microsoft 365 applications and services.\nDemonstrated experience in troubleshooting and resolving hardware, software, networking, and end-user technology issues.\nExperience supporting enterprise workplace technologies in a fast-paced business environment.\nPreferred Qualifications\nExperience working within large-scale, enterprise IT environments supporting geographically distributed users and business functions.\nProven experience collaborating with internal stakeholders, managed service providers, and third-party technology vendors.\nStrong knowledge of Microsoft Windows operating systems, client-server architecture, and endpoint computing technologies.\nExperience supporting Microsoft technologies including Active Directory, Azure Active Directory (Entra ID), Microsoft 365, Exchange Online, Teams, SharePoint, and OneDrive.\nExperience with endpoint management platforms such as Microsoft Intune, Microsoft Endpoint Manager (MEM), Microsoft Configuration Manager (MECM/SCCM), or equivalent solutions.\nExperience with device provisioning technologies such as Windows Autopilot.\nWorking knowledge of endpoint security, vulnerability management, encryption, and compliance controls.\nExperience with IT Service Management (ITSM) platforms and ITIL-based service delivery processes.\nExperience supporting Windows 11, Microsoft 365, iOS, and mobile device management solutions.\nWorking knowledge of infrastructure services including Active Directory, DNS, DHCP, print services, storage technologies, and basic networking concepts.\nFamiliarity with virtualization technologies, Linux, macOS, and cloud-based workplace technologies is desirable.\nMicrosoft certifications such as MCP, MCITP, MCSE, Modern Desktop Administrator Associate, Endpoint Administrator Associate, or equivalent certifications are advantageous.\nAdditional industry certifications such as CompTIA A+, Network+, ITIL Foundation, HP, Dell, or Lenovo certifications are a plus.\nAdditional Skills, Knowledge & Abilities\nDemonstrates a strong customer-first mindset with the ability to deliver exceptional technical support and service experiences.\nEffectively listens to users, understands business needs, and proactively identifies solutions to resolve issues.\nAble to work independently with minimal supervision while effectively managing priorities and workload.\nPossesses excellent verbal and written communication skills in both English and the local language.\nCommunicates effectively with technical and non-technical audiences at all levels of the organization.\nThrives in a collaborative team environment and contributes to a culture of trust, respect, and continuous improvement.\nDemonstrates strong analytical and problem-solving skills with the ability to diagnose and resolve complex technical issues.\nMaintains composure and professionalism while working in high-pressure, fast-paced environments.\nComfortable working in a global, multicultural organization with distributed teams and stakeholders.\nTakes ownership and accountability for deliverables, customer satisfaction, and operational excellence.\nDemonstrates a continuous learning mindset and remains current with emerging workplace technologies, industry trends, and best practices.\nShows a genuine passion for technology, end-user computing, automation, and digital workplace innovation.\nIdentifies opportunities for process improvement and actively contributes creative ideas that enhance service quality and operational efficiency.\nWork Environment\nThis is a full-time, office-based role requiring regular onsite presence at the designated company location.\nThe role involves direct interaction with end users, workplace technologies, meeting room systems, and local infrastructure.\nFlexible or remote working arrangements are generally not available due to the operational nature of the position.\nOccasional travel to regional or global Wolters Kluwer offices may be required based on business and project needs.\nOur Interview Practices\nTo maintain a fair and genuine hiring process, we kindly ask that all candidates participate in interviews without the assistance of AI tools or external prompts. Our interview process is designed to assess your individual skills, experiences, and communication style. We value authenticity and want to ensure we’re getting to know you-not a digital assistant. To help maintain this integrity, we ask to remove virtual backgrounds and include in-person interviews in our hiring process. Please note that use of AI-generated responses or third-party support during interviews will be grounds for disqualification from the recruitment process.\nApplicants may be required to appear onsite at a Wolters Kluwer office as part of the recruitment process.","description_format":"text","description_chars":11399,"description_truncated":false,"requirements":{"experience_years_min":2,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"bachelor","optional":false},"security_clearance":false,"languages":[{"language":"Japanese","level":"Advanced (C1)","optional":false},{"language":"English","level":"All levels","optional":false}]},"benefits":["Continuous learning"],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Artificial Intelligence","Professional Services"],"lifecycle":[{"event":"open","at":"2026-09-25T09:39:41Z"}],"liveness":{"score":63,"band":"ok","label":"Likely open","p_open":1,"p_active":0.632,"p_room":1,"age_days":3,"expected_fill_days":28,"reasons":["conf:23","stale_co","velocity","win:early","comp:junior,brand"],"computed_at":"2026-09-29T05:45:00Z"},"pay":null,"html_url":"https://alion.io/job/wolters-kluwer-it-support-engineer","json_url":"https://alion.io/job/wolters-kluwer-it-support-engineer.json","meta":{"generated_at":"2026-09-30T04:57:48Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","usage":{"tier":"crawler","counted_by":"address","units_charged":1,"used_today":3466,"day_limit":5000,"remaining_today":1534,"minute_limit":60,"resets_at":"2026-10-01T00:00:00Z"}}}