IT Support Technician

Location JP-Tokyo
ID 2024-31561
Information Technology


Elevate your career journey by embracing a new challenge with Kinaxis. We are experts in tech, but it’s really our people who give us passion to always seek ways to do things better. As such, we’re serious about your career growth and professional development, because People matter at Kinaxis.   


In 1984, we started out as a team of three engineers based in Ottawa, Canada. Today, we have grown to become a global organization with over 2000 employees around the world, and support 40,000+ users in over 100 countries. As a global leader in end-to-end supply chain management, we enable supply chain excellence for all industries. We are expanding our team in Tokyo and around the world as we continue to innovate and revolutionize how we support our customers.  


As a global team of Sales, Professional Services, and Global Customer Care professionals, we have maintained our presence in Japan for more than a decade and we support customers in Japan and around the world, including Subaru, Nihon Kohden, Unilever, and more.


Tokyo, Japan 

Located in the upscale Akasaka area of Tokyo, our office is a short walk from Akasaka-Mitsuke, Akasaka, and Tameike-Sanno Stations. 

About the role

The IT Support Technician, as an applied specialist, provides first-level telephone, face-to-face, and online support for a global workforce for software and hardware requirements and questions, and is the first point of contact for employees seeking technical assistance.

The incumbent is the first point of contact between end-users and Corporate IT, and will partner with other members of the Corporate IT team to ensure the successful resolution of any IT-related queries.


What you will do

  • Understand specific challenges and desired outcomes of end-users through communication and software/hardware assessment, and provide technical support, guidance, and solutions to solve IT-related issues following pre-established SLAs and ticket handling procedures.
  • Lead technical analysis on assigned tickets, usually routine in nature, and communicate through ticketing system, keeping teammates and end-users apprised of status of request and solutions.
  • Perform Onboarding & Offboarding processes, including new hire account creations, hardware provisioning, account decommissioning, and re-purposing assets from former employees.
  • Install, diagnose, repair, maintain, and upgrade hardware, software and IT equipment to support Kinaxis end users and business operations.
  • Conduct tests and root cause analyses on systems and hardware to ensure functionality and to deliver appropriate solutions about products and systems.
  • Participate in testing new systems, services, and processes, and documents findings
  • Ship hardware/laptops to newly hired employees and replacements to existing staff members; manages logistics delivery and liaise with local and global vendors and suppliers to ensure timely delivery.
  • Liaise with mobile carrier vendors within region to order and support company phone devices
  • Interprets data and analyze results with the intention of sharing information related to IT Service tickets and suggests opportunities to reduce ticket volume and enhance service.
  • Assist with the creation and maintenance of documentation & Knowledge Base Articles regarding IT processes, systems, and issues, with the intention of promoting Self-Service.

What we are looking for

  • Post-secondary education with a focus on Computer Science, Information Systems, or similar, or demonstrated equivalent experience.
  • Minimum 2 years of IT Service Desk experience providing in-person and remote end-user support
  • Language Proficiency: English (Business Level) & Japanese (Native Level / JLPT N1 preferred)
  • Analytical and problem-solving skills, with the ability to apply sound judgement in situations that are typically covered by processes, procedures, standards, or precedents.
  • Demonstrated ability to think critically when faced with challenges.
  • Demonstrated ability prioritizing tasks based on the needs of the business; proactively solicits feedback to ensure alignment.
  • Agile and resilient in managing multiple tickets under tight timelines.
  • Ability to build rapport and gain support from fellow technicians, working in close collaboration end-users.
  • A clear, concise, and professional communicator with the ability to present information and demonstrate knowledge.
  • Experience evaluating the requests of end-users and providing solutions
  • Experience completing service and support tickets that are of low to moderate difficulty and urgency, conducting root cause analysis, performing troubleshooting, updating end-users, and documenting resolutions.
  • Entry-level to intermediate skills working with ticketing and self-service platforms such as ServiceNow.
  • Entry-level to intermediate experience working with enterprise tools such as Windows and Mac OS, Active Directory, Autopilot, VPN, OKTA, O365, Windows Server, RDP, cloud solutions, Intune MDM, OS patch management, Exchange Online
  • Awareness of ITSM and incident management methodologies, practices, tools, and techniques; Knowledge of cybersecurity and privacy considerations in systems. Experience with ServiceNow would be considered an asset.
  • Awareness of Onboarding & Offboarding processes and procedures


#Associate #LI-RJ1


Work With Impact: Our platform directly helps companies power the world’s supply chains. We see the results of what we do out in the world every day—when we see store shelves stocked, when medications are available for our loved ones, and so much more.   


Work with Fortune 500 Brands: Companies across industries trust us to help them take control of their integrated business planning and digital supply chain. Some of our customers include Hitachi, Yamaha, P&G, and more.   


Social Responsibility at Kinaxis: Our Diversity, Equity, and Inclusion Committee weighs in on hiring practices, talent assessment training materials, and inclusion fundamentals. Sustainability is key to what we do and we’re committed to net-zero operations strategy for the long term. We are involved in our communities and support causes where we can make the most impact.    


People matter at Kinaxis and these are some of the perks and benefits we created for our team:   

  • Flexible vacation and Kinaxis Days (company-wide day off on the last Friday of every month)   

  • Flexible work options   

  • Physical and mental well-being programs   

  • Regularly scheduled virtual fitness classes   

  • Mentorship programs and training and career development  

  • Recognition programs and referral rewards   

  • Hackathons   


For more information, visit the Kinaxis web site at or the company’s blog at


Kinaxis strongly encourages diverse candidates to apply to our welcoming community. We strive to make our website and application process accessible to any and all users. If you would like to contact us regarding the accessibility of our website or need assistance completing the application process, please contact us at This contact information is for accessibility requests only and cannot be used to inquire about the status of applications.



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