Desktop Support Engineer (L2 support)

As a DevOps Engineer (L1/L2),
you will be part of a global IT operations team, responsible for
delivering and automating fast, friendly, and effective technical support to
end-users across the Omnissa platforms. This role combines traditional helpdesk
responsibilities with a strong focus on automation, process optimization, and
knowledge management. The engineer acts as the first and second line of defense
for all IT-related incidents and requests, while proactively identifying,
building, and maintaining automation solutions to reduce repetitive L1 tasks,
improve response times, and enhance the overall employee experience.

Key Responsibilities:

• Provide L1 and L2 technical support via chat,

ticketing system, email, and phone (callback only).

• Desk-side support and on-site IT infrastructure

Support.

• Own end-to-end ticket lifecycle: logging,

categorization, prioritization, troubleshooting, resolution,
routing/escalation, and closure.

• Perform remote troubleshooting and resolution.

• Deliver white-glove IT support for new hires

(hardware/software setup)

• Create, maintain, and improve knowledge base (KB)

articles for internal team use

• Develop, curate, and continuously update content, intents

and workflows for the Omnissa’s internal Chat BOT (# Ozone-assist-Bot)

• Identify repetitive L1 incidents and proactively

design automation opportunities to eliminate or reduce manual effort.

• Build, test, deploy, and document new automations

• Regularly review, upgrade, and optimize existing

automations for performance and relevance

• Generate regular reports and metrics on ticket trends,

automation impact, SLA performance, and service improvements

• Conduct training sessions for new service desk team

members when required.

• Rotational shifts (day/night/weekends) and ensure

seamless 24×7 Ozone operations.

Skills & Qualifications:

• 1+ years of experience in a service desk, helpdesk, or

technical support role (L1/L2)

• Desktop Support, Laptop Provisioning, and

Troubleshooting.

• Basic Knowledge of Windows and Linux Operating

Systems.

• Strong experience with ticketing systems ( Jira

Service Management - JSM)

• Solid understanding of Windows and macOS environments,

Microsoft 365 suite, Active Directory, and common SaaS applications.

• Basic understanding of

networking, VPN, and Endpoint security concepts

• Proven hands-on experience building and maintaining

automations (Power Automate, scripting – PowerShell/Python, Atlassian Assist workflows,
etc.)

• Experience in training or

managing content for AI-powered chatbots or virtual assistants

• Strong troubleshooting and problem-solving abilities

• Experience creating and managing knowledge base

articles and self-service content

• Familiarity with IT

onboarding/offboarding processes and access management

• Knowledge of ITIL processes; ITIL

Foundation certification is a plus.

• Excellent written and verbal communication skills with

a customer-first mindset

• Must work from the Tokyo office (Japan);

remote work is not available.