L2 Onsite Senior Technician at eBay

Tokyo, Japan

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Not SpecifiedCompensation

Senior (5 to 8 years)Experience Level

Full TimeJob Type

UnknownVisa

Ecommerce, TechnologyIndustries

Requirements

Associate degree or 5 years of equivalent experience
2 years minimum customer service background
Must be able to be on-call up to 7 days at a time (24x7)
Technical support background
Excellent written and verbal communication skills
5 years experience supporting Microsoft Office, Google Workspace, and Zoom productivity tools
5 years experience with a variety of end user hardware including Dell/Apple laptops, Xerox printers, and Zoom/Polycom VC technology
5 years experience supporting the latest Windows and Mac operating systems in an enterprise environment (Experience with Linux is a plus)
5 years experience supporting users with MDM tools such as Intune, Jamf, and SCCM or comparable enterprise products
Experience supporting mobile and laptop self-enrollment processes such as Autopilot, Apple ADE, and Android Enterprise
Organized, self-starter that can manage their time efficiently and multi-task
Must be able to lift up to 50lbs
Ability to work after hours and weekends as required
Travel as needed (up to 25%)

Responsibilities

Lead day to day IT support operations for remote and in-office employees in Japan (covering end user hardware, software, video conferencing, printers and a variety of handheld devices)
Monitor and adhere to all established KPIs as it relates to IT Onsite Support functions, including ticket response, resolution, CSAT, new hire setups, and asset management
Proactively raise SLA performance issues to leadership for improvement discussion
Perform asset management tasks, inventory, audits, asset returns and disposals at all locations under their responsibility
Maintain clean and orderly organization of equipment storage rooms, adhering to established processes for inventory handling
Create and maintain IT training & knowledge articles, monitoring for accuracy and relevant content, and ensuring flagged articles are addressed in a timely manner
Monitor performance and work quality of junior technicians, provide guidance and mentoring as needed
Lead and support special projects such as mergers & acquisitions, new office builds, office relocation & decomissions (requiring travel to support physical site due diligence, equipment handling, inventory, provisioning, and end user training)
Participate in BCP activities to support Facilities, Security and Leadership teams at all eBay locations under scope of responsibility
Other duties as assigned

Skills

Key technologies and capabilities for this role

IT SupportHardware SupportSoftware SupportVideo ConferencingPrinter SupportHandheld DevicesAsset ManagementInventory AuditsTicket ResolutionSLA MonitoringKnowledge Base ManagementNew Hire Setup

Questions & Answers

Common questions about this position

Is this position remote or onsite?

This is an onsite position requiring presence at eBay Japan office locations to lead day-to-day IT support operations and handle tasks like asset management and office relocations.

What are the key experience requirements for this role?

Candidates need an Associate degree or 5 years of equivalent experience, 2 years minimum in customer service, and 5 years supporting Microsoft Office, Google Workspace, Zoom, end user hardware like Dell/Apple laptops, Xerox printers, and VC technology.

What is the salary or compensation for this role?

This information is not specified in the job description.

What does the team environment look like at eBay?

The role involves leading and mentoring junior technicians on the onsite IT support team, working with Facilities, Security, and Leadership teams, in a culture that welcomes bold ideas and unique selves while prioritizing customer service.

What makes a strong candidate for this Senior Technician role?

Strong candidates will have technical expertise in IT support tools, proven leadership in guiding junior staff, excellent communication skills, and availability for on-call duties up to 7 days at a time.

eBay

Global online marketplace for buying and selling

About eBay

eBay is an online marketplace where individuals and businesses can buy and sell a wide range of products, including electronics, fashion, and collectibles. Users can list items for auction or use the 'Buy It Now' option for immediate purchases. eBay stands out from competitors with its vast selection, user-friendly interface, and strong buyer and seller protections, including free shipping on many items. The company's goal is to facilitate seamless transactions while generating revenue through transaction fees, advertising, and subscription services.

San Jose, CaliforniaHeadquarters

1995Year Founded

$6.5MTotal Funding

IPOCompany Stage

Consumer Software, Consumer GoodsIndustries

10,001+Employees

Benefits

Health Insurance

401(k) Company Match

Paid Vacation

Parental Leave

Risks

Niche e-commerce platforms like StockX and Poshmark may draw away eBay's customers.

Social media platforms with shopping features could divert traffic from eBay.

Direct-to-consumer brands bypassing marketplaces may reduce eBay's seller base.

Differentiation

eBay offers a unique auction-style listing alongside 'Buy It Now' options.

The platform provides robust buyer and seller protections, enhancing trust in transactions.

eBay's vast product selection includes new, refurbished, and second-hand items.

Upsides

eBay's acquisition of GSI Commerce strengthens its position as a global commerce partner.

The rise of social commerce offers eBay opportunities to integrate social shopping features.

Increased focus on sustainability aligns with eBay's refurbished and second-hand product categories.

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