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.
- 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.
- 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.
Skills Required
- 1+ years of experience in a service desk, helpdesk, or technical support role (L1/L2)
- Desktop support, laptop provisioning, and troubleshooting (desk-side and on-site support)
- 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 with PowerShell/Python, Atlassian Assist workflows)
- Experience in training or managing content for AI-powered chatbots or virtual assistants
- Experience creating and managing knowledge base articles and self-service content
- Familiarity with IT onboarding/offboarding processes and access management
- Willingness to work rotational shifts (day/night/weekends) to support 24×7 operations
- Knowledge of ITIL processes; ITIL Foundation certification
- Excellent written and verbal communication skills with a customer-first mindset
- Must work from the Tokyo office (on-site); remote work not available
What We Do
NexusCorp LLC (operating as Nexus Corporation) helps businesses achieve their goals through custom software development, IT consulting, statement-of-work delivery, contingent workforce and direct-hire solutions, and payroll services. It designs, builds, tests, and maintains scalable digital applications; analyzes systems to improve technology use; and supplies specialized professionals and structured project delivery. Its client-first approach emphasizes compliance, integrity, innovation, and tailored business outcomes.
