L1 Support Consultant - Sapporo, Hokkaido

Job Description · Join our team and start a new adventure in an international and dynamic environment where you will be able to fulfil your career expectations in a fast-growing organization. · As an · L1 Support Consultant · , you will act as the first point of contact for techn ...

仕事の説明

Job Description
Join our team and start a new adventure in an international and dynamic environment where you will be able to fulfil your career expectations in a fast-growing organization.

As an
L1 Support Consultant
, you will act as the first point of contact for technical queries, providing frontline support to users across a range of IT issues. You will ensure timely ticket handling, accurate troubleshooting, and clear communication throughout the support lifecycle. Your work will directly contribute to maintaining user satisfaction and IT service quality.

Your missions

• Respond to customer inquiries and resolve technical issues where possible on the first interaction.
• Serve as Single Point of Contact (SPOC) for user tickets, ensuring follow-up and ownership until resolution.
• Log and classify incoming support tickets in the customer relationship management system.
• Collect detailed information to diagnose issues (system name, error messages, screenshots, logs, etc.).
• Troubleshoot common issues: password resets, printer configs, network access, Windows systems, MS tools.
• Perform basic diagnostics including hardware/software checks, network settings, and system setup.
• Update tickets with journal entries and close them with detailed resolution notes.
• Ensure SLA compliance and maintain proactive communication with customers via email/phone.
• Escalate recurring or critical issues to higher support levels, team leads, or engineering as needed.
• Contribute to process improvements by identifying outdated procedures or inefficiencies.
• Assist customers with software or hardware usage and provide basic user training.
• Actively contribute to team performance and participate in additional projects when assigned.

Your profile

• Junior IT support experience or remote technical support background.
• Experience with desktop troubleshooting and end-user support.
• Basic knowledge of Active Directory and printer/hardware setup.
• Understanding of networking concepts: VLAN, DNS, VPN.
• Familiarity with Microsoft Office and Windows OS environments.
• ITIL knowledge is a plus.
• Academic background: Degree or technical certification in IT or related field is a plus.
• You are customer-focused, proactive, and possess strong communication skills.
• Fluent in Japanese and English (written and spoken); other languages are a plus.

What We Offer

• An international community bringing together 110+ different nationalities.
• An environment where trust has a central place: 70% of our key leaders started their careers at the first level of responsibilities.
• A robust training system with our internal Academy and 250+ available modules.
• A vibrant workplace that frequently gathers for internal events (afterworks, team buildings, etc.).
• Strong commitments to CSR notably through participation in our WeCare Together program.

Amaris Consulting is proud to be an equal-opportunity workplace. We are committed to promoting diversity within the workforce and creating an inclusive working environment. For this purpose we welcome applications from all qualified candidates regardless of gender, sexual orientation, race, ethnicity, beliefs, age, marital status, disability, or other characteristics.
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Who are we?

Amaris Consulting
is an independent technology consulting firm providing guidance and solutions to businesses. With more than 1,000 clients across the globe, we have been rolling out solutions in major projects for over a decade – this is made possible by an international team of 7,600 people spread across 5 continents and more than 60 countries. Our solutions focus on four different Business Lines: Information System & Digital, Telecom, Life Sciences and Engineering. We're focused on building and nurturing a top talent community where all our team members can achieve their full potential. Amaris is your steppingstone to cross rivers of change, meet challenges and achieve all your projects with success.

At Amaris, we strive to provide our candidates with the best possible recruitment experience. We like to get to know our candidates, challenge them, and be able to give them proper feedback as quickly as possible. Here's what our recruitment process looks like:

Brief Call
: Our process typically begins with a brief virtual/phone conversation to get to know you The objective? Learn about you, understand your motivations, and make sure we have the right job for you

Interviews
(the average number of interviews is 3 - the number may vary depending on the level of seniority required for the position). During the interviews, you will meet people from our team: your line manager of course, but also other people related to your future role. We will talk in depth about you, your experience, and skills, but also about the position and what will be expected of you. Of course, you will also get to know Amaris: our culture, our roots, our teams, and your career opportunities

Case study
: Depending on the position, we may ask you to take a test. This could be a role play, a technical assessment, a problem-solving scenario, etc.

As you know, every person is different and so is every role in a company. That is why we have to adapt accordingly, and the process may differ slightly at times. However, please know that we always put ourselves in the candidate's shoes to ensure they have the best possible experience.

We look forward to meeting you