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Technical Support Specialist

Entry Level

Jamf | 202 - Technical Support

The Technical Support Specialist works within the Technical Support department to provide technical support for customers related to the installation, troubleshooting and integration of Jamf products and supporting technologies. The Technical Support Specialist provides assistance to Jamf users and is responsible for day-to-day interactions with customers and overall customer satisfaction by providing support for Jamf Pro customers. The Technical Support Specialist also actively participates in the creation, maintenance, and sharing of technical information related to core Jamf products and supporting technologies.



  • Utilize available resources to resolve support issues independently and as part of a team
  • Work directly with customers to troubleshoot, recreate, and resolve Tier 2 issues related to Jamf products and supporting technologies, as well as other customer issues as assigned
  • Contribute to the 24/7 global support resource pool
  • Maintain excellent case documentation to allow for collaborative troubleshooting and resolution
  • Use strong judgment to determine the appropriate channel of customer communication (email, phone, screen sharing, etc.)
  • Maintain excellent case management to ensure target response times are met
  • Other duties and special projects as assigned
  • Performs all job responsibilities in alignment with the core values, mission and purpose of the organization
  • Adheres to the highest moral, ethical and legal standards to deliver an environment that promotes respect, innovation and creativity
  • Supports and promotes a positive, inclusive workplace one in which the talents and strengths of our increasingly diverse workforce are welcomed, further developed and manifested in our work

17年に渡る経験と「アップルを使用されるを全ての組織を成功に導く」をモットーに、30,000を超えるお客様、そして1400 万台以上のアップル デバイスの管理並びにサポートを行なっております。

役職:テクニカル サポート スペシャリスト。
テクニカル サポートに所属。

・利用可能なリソースを活用し、お客様が抱える問題を単独で、またはサポート チームと共に解決。
・割り当てられたTier 2 レベルの問題をお客様と共にトラブルシュート。
・24/7のサポートを提供するグローバル サポートへの貢献。
(24/7のサポートは日本では行われておりませんが、場合によってグローバル サポートのシフトに参加して頂く場合が御座います)。

Skills & Requirements

  • Japanese language proficiency is required
  • English language proficiency is also required
  • Aptitude to learn complex technical concepts and communicate to technical & non-technical audiences
  • Ability to troubleshoot and resolve issues related to server infrastructure, systems, networks, and hardware
  • Ability to prioritize issues based on severity and urgency
  • Exceptional customer service skills
  • Strong interpersonal and organizational skills
  • Excellent written and oral communication skills to thrive in a fast-paced environment
  • Ability to work independently and as part of a team
  • Experience with macOS, iOS, and/or server platforms is required
  • Previous experience in technical support and/or systems administration is strongly preferred

Location: Tokyo, Japan

Education: Associate Degree, or equivalent experience (required), Bachelor’s Degree, or equivalent experience (preferred)

Travel: 5%

Job Type: Full Time

Manager: Manager, Technical Support

・日本語 ビジネスレベル。
・英語 ビジネスレベル(業務または研究で英語を普段使用されるレベルを目安)。
・macOS、iOS、および/またはサーバ プラットフォームの経験(推奨)。
・テクニカル サポートやシステム管理のの経験(推奨)。
・卓越したソフト スキル。
・優れた文書および口頭でのコミュニケーション スキル。
・定められた応答時間内にお客様と対応するケース マネジメント スキル。
上司:テクニカル サポート マネージャー