Desktop Analyst

Rimini Street, Inc. (Nasdaq: RMNI) is a global provider of enterprise software products and services, the leading third-party support provider for Oracle and SAP software products, and a Salesforce partner. The Company offers premium, ultra-responsive, and integrated application management and support services that enable enterprise software licensees to save significant costs, free up resources for innovation, and achieve better business outcomes. To date, more than 4,000 Fortune 500, Fortune Global 100, midmarket, public sector, and other organizations from a broad range of industries have relied on Rimini Street as their trusted application enterprise software products and services provider.

The company is widely recognized by clients, leading industry analysts (including Gartner, Forrester, Constellation Research, and Nucleus), and financial analysts as the leader in a large, fast-growing market with tremendous upside and an extremely strong value proposition that resonates with CIOs and CFOs.

We actively seek a Desktop Analyst resident in our Japan, Tokyo Office location.

We’re building something special at Rimini Street. A company where people care about each other and trust each other to do the right thing. A company where highly intelligent and talented people come together to do challenging and meaningful work that makes a real difference to our clients, ending each day with a sense of achievement and balance in their lives.

Position Summary

As a Desktop Analyst at Rimini Street, you will be supporting global employees with their laptop and Network problems. Our employees are distributed across multiple locations and multiple time zones. You will be working on building new laptops and VMware virtual machines. Success in this role means you can able to support all the employees and help them to resolve their issues. so, you'll have a direct impact on keeping the business productive. You must be self-motivated, with the ability to multitask and work in a fast-paced environment and you must take pride in your work. The candidate reports directly to the Manager – IT Desktop Support

Essential Duties and Responsibilities

• Onboarding and off-boarding personnel (creating/disabling accounts, providing/revoking access, etc.).
• Provide Desktop level support in 24x7 support model on rotational bases
• Image, deploy, and support laptop workstations running Windows 10, 11 and Linux.
• Responsible for Japan and International Desktop Support
• Maintain IT Assets for all International Rimini office locations
• IT procurement for international offices especially for workstations and accessories
• Tickets follow up and ensure timely resolution within defined SLA
• Keep the laptop images to current as per the Rimini Street process
• Create and maintain Active Directory user accounts, access, and groups.
• Setting up workstation areas, such as computers, laptops, monitors, printers, Analog phones, and VoIP equipment.
• Troubleshooting all workstation-related software including but not limited to: operating systems, web browsers (IE, FF, Chrome), Microsoft Office (o365) Pulse Secure VPN client, Druva
• Network troubleshooting (Wi-Fi, Ethernet, NIC, Switch, etc.).
• Provide telecom support for various devices (iPhones, Mitel, and Analog phones).
• Complying with all internal processes and procedures (ISO 27001, QMS 9000, and various related documentation).
• Provide reports when required
• Provide professional and courteous support to all internal personnel.
• Provide support to other IT teams if required

Additional Duties and responsibilities

• Assisting with hardware & software procurement and inventorying
• Periodically auditing system and or user information as needed
• Training other IT personnel or staff as needed
• Covering other IT member’s responsibilities when required
• Server maintenance when required (patching, testing, backups, etc.)
• Network maintenance when required
• Off-hours support as requested
• Track and analyze trends in Desktop Team requests, onboardings, offboarding’s and generate statistical reports

Location

• Rimini Street Office Tokyo - Japan

Education

• Bachelors or master’s degree in computer science or related experience in the Information Technology field

 Experience

• 5 years of experience in Desktop level support
• Must have experience in supporting heterogeneous and hybrid environments with both Windows and Mac.
• Supporting an environment of at least 200+ employees
• Administration or in-depth familiarity with O365, Druva (or similar), Citrix ShareFile (or similar), Citrix GoToMeeting (or similar), Microsoft Teams, SharePoint, SCCM, and Active Directory
• Working with a global team

Skills

• Hands-on Desktop level Support Experience
• Positive attitude, excellent work ethic, strong customer service, and exceptionally strong troubleshooting skills
• Knowledge of Windows 10 operating systems
• Knowledge of MAC and Linux operating systems especially Ubuntu
• Basic knowledge of Windows and Linux networks, firewalls, and Remote Access
• Knowledge of Office365 and MS Outlook
• Excellent written and verbal communication skills and capacity to creatively solve problems are essential
• Good organizational and communication skills and ability to complete tasks with limited supervision