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Updated 2025-04-15
Activated 2025-04-15

IT Support Specialist – Voice & Collaboration Tools - Pharma

NEW
Company Name

Ahead Group

Job Type
Ahead Group
IT (Hardware/Network) - Communication Infrastructure (Including ISP and Career)
Industry IT Consulting
Location Asia Japan Tokyo

Job Description Ahead Group is seeking a bilingual IT Support Specialist (Voice & Collaboration Tools) to provide Tier 2/3 support for enterprise UCC systems, including telephony, messaging, and collaboration tools. This role focuses on maintaining smooth IT infrastructure operations, supporting end-users across Japan, and collaborating with APAC and global teams. Candidates must be fluent in English and Japanese, possess a solid infrastructure background, and be comfortable working in regulated environments.

​​​Responsibilities:

Unified Communications Operations:
- Provide Tier 2/3 support for telephony systems including number assignment and phone setup
- Manage incidents and user support for MS Outlook, Teams, Zoom, and e-Fax
- Support company-wide virtual events via Teams and Zoom
- Administer and troubleshoot messaging platforms such as Outlook/Exchange

Cross-Functional Collaboration:
- Coordinate with APAC and global infrastructure teams on operational matters
- Participate in international team meetings and virtual support initiatives
- Liaise with business stakeholders for stable service delivery

Documentation & Enablement:
- Translate documentation between English and Japanese as required
- Create support guides, manuals, and internal process documents
- Assist with knowledge transfer and onboarding support

Compliance & Process Management:
- Ensure all operations align with internal compliance and governance standards
- Follow ITIL-based incident management and change control procedures
- Escalate system-level issues to relevant vendors or global infrastructure teams

Required Skills:
- 3–5+ years in Unified Communications, voice, or IT infrastructure roles
- Hands-on experience with:
- Microsoft Teams, Zoom, Outlook/Exchange, and e-Fax
- IP telephony support and device configuration
- Experience supporting users in enterprise and regulated industries
- Familiarity with MS SharePoint, OneDrive, and MS Whiteboard
- Native level fluency in Japanese (verbal and written)
- Business level English (verbal and written)
- Strong troubleshooting, documentation, and multitasking skills
- Familiarity with ITIL service management and tools like ServiceNow

Desired Skills:
- Understanding of unified communications governance in regulated industries
- Familiarity with Japanese corporate culture and business etiquette
- Background in pharmaceutical, healthcare, or financial services is an advantage
Company Info Global Pharmaceutical Company
English Level Business Conversation Level (TOEIC 735-860)
Japanese Level Native Level
Salary JPY - Japanese Yen JPY 7000K - JPY 9000K   
Other Salary
Description		 Commuting/ Transportation Allowance
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