• Provide day-to-day IT support for users across Japan primarily and rest of APJ • Manage and maintain end-user devices, peripherals, and workplace technology • Deliver onboarding and offboarding activities, ensuring all IT access, equipment, and account requirements are completed accurately and on time • Maintain asset records and ensure inventory information remains up to date • Monitor and manage the Ticket queue and Genesys chat queues, ensuring requests are triaged and handled within agreed service levels • Troubleshoot and resolve hardware, software, access, and collaboration tool issues • Work closely with local users, global IT teams, and third-party vendors where required • Create and maintain knowledge articles, support documentation, and process guides • Identify opportunities for process improvement and operational efficiency • Participate in automation, AI, and service improvement projects assigned to the team • Support testing, implementation, and adoption of new tools and processes • Share knowledge and provide guidance to junior team members when required • Participate in project activities and support business initiatives as needed

Role Description Join Intelligent Technical Solutions, a dynamic and growing company, as a Proactive Technician I. We’re looking for a dependable, detail-oriented problem solver with strong customer service skills and a team-first mindset. In this role, you will be responsible for delivering remote IT support to our clients, ensuring issues are resolved efficiently and systems remain stable and secure. You will handle a mix of reactive support and proactive maintenance tasks, playing a key role in maintaining our high standards of service. Job Responsibilities - Reactive: Responding to Alerts or Urgent Issues - Respond to urgent tickets and incoming client calls to diagnose and resolve technical issues via phone and remote tools. - Provide support across varying shifts to support 24/7 coverage. - This role is expected to handle and resolve the following with minimal assistance: - Workstation operating system issues (Windows and macOS). - Printer and peripheral issues. - Standard business application issues (e.g., Microsoft Office). - Common line-of-business applications (e.g., CRM Tools, VoIP, Microsoft 365), including coordination with vendors when needed. - Basic networking issues related to endpoint connectivity. - Proactive: Issue Prevention and Maintenance - Patch management and system updates. - Disk space management and cleanup. - Vulnerability remediation. - Firmware updates. - Alert review and remediation. - System performance tuning. - Execution of other routine maintenance tasks. Qualifications - Experience troubleshooting Windows and macOS environments. - Previous experience in a Helpdesk or Technical Support role. - Strong skills in application troubleshooting, PC deployment/imaging, and user profile management. - Experience working with third-party vendors for issue resolution. - Proficiency supporting: - Microsoft 365 / Office applications. - Adobe applications. - Active Directory. - Backup solutions. - Endpoint security tools. - Mobile devices and common business applications. - Experience working in a Managed Service Provider (MSP) environment is highly preferred. Requirements - A home office set up that meets the following: - Computer: A working computer with a minimum of 8GB RAM and one of the following: - Windows 11 with an Intel i5 or i7 (8th generation or newer), or - AMD Ryzen 5 or 7 (2000 series or newer), or - macOS 12 or newer. - Internet: Stable internet connection with at least 5 Mbps download and upload speeds. - Audio Equipment: A quality headset with a noise-cancellation feature for meetings. - Mobile Device: A smartphone capable of installing the Microsoft Authenticator app. - Webcam: An HD webcam for video calls. - 2nd Monitor. - UPS (Uninterruptible Power Supply) if using a desktop (Not needed if using a laptop). - A very strong cultural fit the ITS way (Our core values will be discussed during the interview). - Excellent command of the English language both spoken and written. - Able to work full time 40 hrs. a week: 8:00 AM to 5:00 PM PST (Monday to Friday). - Able to pass our online behavior and cognitive assessments. - Preferably, at least two of the following certifications: CompTIA A+, CompTIA Network+, CompTIA Security+, 3cx Basic Certified Engineer. - Able to provide NBI Clearance (for PH applicants). Benefits - Comprehensive Health Plans / HMO (Employee & Dependent/s). - Life Insurance. - Flexible Benefit Reimbursement (Dental/Vision/Mental Health/Wellness/Government Contributions). - Paid Time Off (starts at 15 days per year). - Maternity/Paternity Leave. - Paid US Holiday. - Night Shift Bonus. - Salary Advancement/Loan. - Health & Wellness Program. - Company-paid training and certification.

• R&Dおよび関連部門のステークホルダーと信頼関係を構築 • ビジネス目標の達成に向けてITおよびデジタルソリューションを提案 • 担当するITプロジェクトの計画策定、実行、進捗管理をリード • システムの安定運用と継続的な改善を推進 • プロジェクトの状況、リスク、課題を関係者へ共有

• Lead end-to-end delivery of complex IT projects, programs, and operational workstreams within the energy efficiency and utility sectors. • Establish operational objectives, work plans, delivery priorities, staffing plans, and performance expectations for project teams. • Provide leadership to managers, business analysts, technologists, vendors, subcontractors, and cross-functional teams responsible for technology delivery. • Own project and portfolio execution across scope, schedule, budget, risk, quality, communications, change control, and stakeholder management. • Serve as a senior escalation point for complex delivery issues, competing priorities, client concerns, vendor challenges, and cross-functional dependencies. • Develop methods, techniques, metrics, and evaluation criteria to measure project performance, team effectiveness, risk exposure, and delivery outcomes. • Partner with client stakeholders, ICF leadership, subject matter experts, and delivery teams to define business needs, shape expectations, and drive technology-enabled solutions. • Influence decision-making across functional areas, client teams, vendors, and internal leadership to achieve program and business objectives. • Identify project risks, financial risks, operational risks, and delivery barriers. • Develop mitigation strategies and response plans. • Provide strategic direction on IT governance, system documentation, requirements management, testing, implementation planning, release readiness, and post-launch stabilization. • Lead continuous improvement efforts that strengthen delivery processes, increase operational efficiency, improve quality, and reduce delivery risk. • Support business growth by identifying opportunities to expand ICF’s capabilities, improve client service, strengthen delivery models, and support proposal or contract-related activities as needed. • Proactively escalate risks, ensure project budgets are being tracked and monitored. • Assist in the preparation of proposal content and pricing. • Assist IT Director in developing accurate projections of revenue forecasts, estimated profitability, and estimated margins. • Manage a team of analysts with responsibilities over employee development, retention, and onboarding. • Assist the IT Director in hiring and training new team members. • Identify opportunities for expanded work with existing clients as well as cross selling opportunities. • Mentor, coach, and develop team members, including managers, senior analysts, and individual contributors, to support professional growth and expanded responsibilities. • Foster an inclusive, collaborative, accountable, and high-performing team culture. • Present project status, risks, decisions, recommendations, and performance updates to client stakeholders, ICF leadership, vendors, and cross-functional teams.