シニア・サポートサービスアナリスト / Senior Support Services Analyst (Japan) at Quantinuum Limited

Tokyo, , Japan -

Full Time

Start Date

Immediate

Expiry Date

26 Jun, 26

Salary

0.0

Posted On

28 Mar, 26

Experience

5 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Windows, macOS, Linux, Intune, JAMF, ServiceNow, ITIL, Troubleshooting, Stakeholder Management, Project Leadership, Onboarding, Offboarding, Asset Lifecycle Management, Incident Management, Change Management, Problem Management

Industry

Computer and Network Security

Description

シニア・サポートサービスアナリストは、経験豊富で技術力の高いITプロフェッショナルとして、エンドポイントプラットフォームおよび各種サービス全般にわたり、質の高いオンサイトサポートを提供する役割を担います。サポートチームのシニアメンバーとして、より複雑な技術的問題の解決、サポート業務の継続的改善への貢献、そしてサービス提供の一貫性向上に注力していただきます。日本オペレーションにおいてITを代表する唯一の担当者として、国際サポートサービス・エンジニアリング・アプリケーション各チームと緊密に連携し、オペレーション支援、ステークホルダー管理、および現地プロジェクトのリードを担当します。 Windows・macOS・Linux環境における高度なトラブルシューティング能力を持ち、Intune・JAMF・ServiceNowなどのエンタープライズツールに精通し、エスカレーション案件の独立した解決やプロジェクトへの専門家としての参画が求められます。本ポジションは、オペレーショナルエクセレンスの維持、コアITプロセスの支援、およびハイブリッド勤務環境全体における一貫したユーザーエクスペリエンスの確保において重要な役割を果たします。 The Senior Support Services Analyst is an experienced and technically capable IT professional responsible for delivering high-quality, hands-on support across a range of endpoint platforms and services. Positioned as a senior member of the support team, you will focus on resolving more complex technical issues, contributing to the continuous improvement of support operations, and driving consistency in service delivery. As the sole point of contact representing IT for our Japan operations, you will collaborate closely with the wider International Support Services, Engineering and Application teams supporting operationally, managing stakeholders and leading on local projects. The Senior Support Service Analyst brings depth in troubleshooting across Windows, macOS, and Linux environments, has strong experience with enterprise tools such as Intune, JAMF, and ServiceNow, and can work independently to resolve escalated issues or contribute to project-based work as a subject matter expert. This role is critical to maintaining operational excellence, supporting core IT processes, and ensuring a consistent user experience across a hybrid workforce. \n Key Responsibilities: ITサービス全般の運用及び、グローバルチームとステークホルダー間の連携を主導ネットワーク接続の監視、Wi-Fi・LAN障害のトラブルシューティング、スイッチ／ポートのパッチ対応支援、ネットワークエンジニアリング部門とのエスカレーション・変更調整など、基本的なネットワーク・インフラニーズの管理ハードウェアの導入・更新・ネットワーク改善・オフィス環境におけるIT設備の改善・刷新など、計画から実行まで一貫したITプロジェクトの現地リード Windows・macOS・Linux環境全般にわたる高度な技術サポートの提供と、通常の一次対応の範囲を超える複雑なインシデントおよびサービスリクエストの解決サポートサービスアナリストのテクニカルエスカレーション窓口として、問題解決への協力と担当案件のエンドツーエンドオーナーシップの維持繰り返し発生する問題やプロセスの課題の特定、および標準業務手順・トラブルシューティングドキュメント・社内ナレッジ記事の改善への貢献 ServiceNowなどのITSMツールにおけるチケットの正確な分類・データ品質の維持・ワークフロー改善点の提言を通じたツールのサポート・維持管理ロールアウト・移行・パイロットテスト・新ツール／サービスの展開など、プロジェクトベースの業務への技術担当者としての参画デバイスのプロビジョニング・アカウント設定・ライフサイクルプロセスの遵守を含む、一貫したオンボーディング・オフボーディングサポートの調整・提供エグゼクティブおよびVIPへの高品質なサポート提供と、ハイブリッドおよびオフィス環境における安定したアクセス・デバイス準備・迅速な問題対応の確保棚卸し・追跡基準への準拠確認・ハードウェア調達ワークフローの支援を通じた在庫管理および資産ライフサイクル管理補佐問題解決およびサービス改善の取り組みにおける、エンジニアリング・情報セキュリティ・エンタープライズアプリケーションなど他のIT部門との連携インシデント・変更・問題管理などのITILに準拠したプロセスへの参画と、ITコンプライアンスおよびサービス成熟度向上の取り組みへの貢献 Serve as the primary on-site IT point of contact for the Japan office(s), ensuring day-to-day operational continuity across all local IT services and acting as the liaison between global teams and on-site stakeholders. Oversee basic networking and infrastructure needs, including monitoring network connectivity, supporting Wi-Fi and LAN troubleshooting, assisting with switch/port patching, and coordinating with Network Engineering for escalations or planned changes. Act as the local lead for site-based IT projects, supporting deployments, hardware refreshes, network uplifts, and workspace technology improvements from planning through execution. Deliver advanced technical support across Windows, macOS, and Linux environments, resolving complex incidents and service requests that go beyond standard first-line scope. Act as a point of technical escalation for Support Services Analysts, collaborating on issue resolution while maintaining end-to-end ownership of assigned cases. Identify recurring issues and process gaps, contributing to the refinement of standard operating procedures, troubleshooting documentation, and internal knowledge articles. Support and help maintain ITSM tooling (e.g., ServiceNow) by ensuring accurate ticket categorization, data hygiene, and flagging areas for workflow improvement. Participate in project-based work as a technical contributor, assisting with rollouts, migrations, pilot testing, and deployment of new tools or services. Coordinate and deliver consistent onboarding and offboarding support, including device provisioning, account setup, and adherence to lifecycle processes. Deliver high-quality executive and VIP support, ensuring reliable access, device readiness, and issue responsiveness in hybrid and office environments. Assist in inventory and asset lifecycle management by conducting audits, ensuring compliance with tracking standards, and supporting hardware procurement workflows. Engage with other IT functions—including Engineering, InfoSec, and Enterprise Applications—on issue resolution and service improvement initiatives. Contribute to IT compliance and service maturity initiatives by participating in ITIL-aligned processes such as incident, change, and problem management. Must Have: エンタープライズ環境におけるITサポート分野での5年以上の実務経験（キャリアを通じて責任範囲を継続的に拡大してきた経験を含む）情報技術、コンピュータサイエンス、または関連分野における学士号、もしくは同等の資格・学歴 ITIL・Microsoft・Jamf・ServiceNowの認定資格日本語および英語におけるビジネスレベルの読み書き・口頭コミュニケーション能力 5+ years of experience in IT support, with growing responsibilities and exposure to enterprise level environments. Bachelor’s degree in Information Technology , Computer Science, or a related equivalent field. Certifications in ITIL, Microsoft, Jamf and ServiceNow. Business-level proficiency in both spoken and written Japanese and English. We Value: Windows・macOS・Linuxシステムにおける高い技術的専門性と、IntuneおよびJAMFの実務経験変更・インシデント・問題管理を含むITILの概念に関する実務的な理解 ITSMプラットフォームの設定・レポーティング戦略・サービス監査への関与経験 Azure ADまたはGoogle Workspace AdminなどのエンタープライズID管理プラットフォームに関する高い習熟度 Agile・Lean・Kanbanなどの手法を採用する環境での就業経験サービス成熟度の向上または継続的改善イニシアティブのリード実績エグゼクティブ・ステークホルダーとの関与および高品質サポート環境での経験アジリティと適応力が重視される成長期・スタートアップ環境での就業経験 Strong technical expertise across Windows, macOS, and Linux systems with practical experience in tools like Intune and JAMF. Working understanding of ITIL concepts, including change, incident, and problem management. Involvement in ITSM platform configuration, reporting strategy, or service auditing. Strong familiarity with enterprise identity platforms such as Azure AD or Google Workspace Admin. Experience working in environments that use Agile, Lean, or Kanban methodologies. Track record of driving service maturity or leading continuous improvement initiatives. Exposure to executive stakeholder engagement and high-touch support environments. Experience working in a growing or start-up environment where agility and adaptability were key. \n Location: Tokyo, Japan What is in it for you? Working alongside a highly talented team, with leading names in the quantum computing industry. We offer a highly competitive package, equity, a positive approach to flexible working, health insurance, commuting allowance, enhanced holidays. About Us: Quantinuum is the world leader in quantum computing. The company’s quantum systems deliver the highest performance across all industry benchmarks. Quantinuum’s over 650 employees, including 400+ scientists and engineers, across the US, UK, Germany, and Japan, are driving the quantum computing revolution. By uniting best-in-class software with high-fidelity hardware, our integrated full-stack approach is accelerating the path to practical quantum computing and scaling its impact across multiple industries. By joining Quantinuum, you’ll be at the forefront of this transformative revolution, shaping the future of quantum computing, pushing the limits of technology, and making the impossible possible. Please note that employment with us is subject to successfully passing our pre-employment screening checks. We are an inclusive equal opportunity employer. You will be considered without regard to age, race, creed, color, national origin, ancestry, marital status, affectional or sexual orientation, gender identity or expression, disability, nationality, sex, or veteran status. About Us: https://quantinuum.co.jp/

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Responsibilities

The analyst will serve as the senior, technically capable IT professional providing high-quality, hands-on support across endpoint platforms and services, focusing on resolving complex technical issues and driving continuous operational improvement. This role involves leading local IT projects, managing basic network infrastructure needs, and acting as the sole IT representative for Japan operations while collaborating with international teams.