Who We Are

ITシニアスペシャリスト – 東京オフィス（正社員）

このポジションでは、東京拠点におけるIT運用の中核を担っていただきます。社内ITシステムおよびサービスの継続的な改善を通じて、業務を支援しテクノロジーによる価値創出に貢献します。

東京オフィスのITチームは、国内6拠点・約1,500人のユーザーに対しての、PCやモバイルデバイスなどデバイスやインフラ周りを管理・サポートしています。

10名体制（社員3名＋派遣6名）のチームの一員として、現場のITサポートとグローバルとの連携を担っていただきます。

主な業務内容

- PC、Mac、iOS、Android等、複数プラットフォームにおけるITサポート（オンサイト中心）

- PC／モバイル端末のセットアップ、プロファイル設定、データ移行、およびドキュメント管理

- ServiceNowを用いたインシデントチケットの対応・記録

（全体で月約1,000件中60%を東京チームで対応）

- 会議・イベントにおけるテクニカルサポート（Zoomなど）

- グローバルITおよびローカルステークホルダーとの調整・連携

- 技術的改善提案、システム評価、導入プロジェクトへの参画

- チーム内のスケジュールとリソースの管理

- IT関連の各種レポート作成（資産管理、利用状況、計画資料など）

求める人物像

- 社内外のユーザーに対して高いカスタマーサービスを提供できる方

- 問題を的確に特定し、適切な解決策を提示・実行できる方

- チームプレイヤーでありつつも、自立して行動できる方

- ストレスのある状況下でも冷静かつ丁寧に対応できる方

- 英語での読み書き・会話が可能で、グローバルチームとスムーズに連携できる方

- ITに対する学習意欲が高く、自己成長に前向きな方

- チームメンバー（派遣含む）のリード・育成に関心のある方

応募資格

【必須】

- PC／ノートPC、ソフトウェア、テレコミュニケーション、モバイル、ネットワーク、サーバーなどに関する幅広い知識と実務経験

- Windows / Server、Mac OS、Microsoft 365 のサポート経験

- 会議システム（Zoom、WebEx）のセットアップおよび基本的なトラブルシューティング

- ServiceNow等のチケット管理ツールの使用経験

- 英語での業務遂行能力（メール・会話含む）

- ITILの知識またはITIL Foundation資格（v3/v4）

【歓迎】

- SCCMやイメージングツールの使用経験

- クラウド環境（Azureなど）やActive Directoryの基礎知識

- Tableau、PowerBI等の業務効率化ツールの使用経験

- プロジェクト管理経験、またはチーム内でのリーダー経験

Boston Consulting Group partners with leaders in business and society to tackle their most important challenges and capture their greatest opportunities. BCG was the pioneer in business strategy when it was founded in 1963. Today, we help clients with total transformation-inspiring complex change, enabling organizations to grow, building competitive advantage, and driving bottom-line impact.

To succeed, organizations must blend digital and human capabilities. Our diverse, global teams bring deep industry and functional expertise and a range of perspectives to spark change. BCG delivers solutions through leading-edge management consulting along with technology and design, corporate and digital ventures—and business purpose. We work in a uniquely collaborative model across the firm and throughout all levels of the client organization, generating results that allow our clients to thrive.

What You'll Do

Our mission is to continuously improve our IT systems and services, support the business and strive to create and innovate with technology.

As an IT Senior Specialist you work closely with a team of IT professionals with the primary responsibility to execute local IT projects, provide solutions to issues, and help manage local stakeholders to ensure the team is delivering a high level of customer care to colleagues and visiting BCG clients. This includes, but is not limited to user support, computer setup, maintenance and service, telecommunications, assisting with network and infrastructure maintenance and all other technology needs of the office.

You report directly to the Local IT Manager and are able to perform successfully in a fast-paced, high-performing, service-orientated environment. You apply and interpret rules and guidelines flexibly to enrich the business and in keeping with BCG’s values and culture.

Key responsibilities:

• Providing a high level of customer service through on-site technology support in both home and office environments, over a variety of platforms (e.g. PC, Mac, iOS, Android, etc.) for all assigned BCG teams in a fast-paced environment
• Supporting the BCG user community by providing tailored solutions for their technology while on-site in BCG offices, at client locations and at special events e.g. executive speeches, press conferences, offsite meetings etc.
• Preparing and deploying laptops for staff, including all required user profile configuration and data migration as well as maintain configurations of computer systems according to established BCG requirements and documenting critical and routine technical procedures as well as end user literature
• Coordinate the repair and maintenance of office printers and computing equipment with outside vendors
• Oversee and troubleshoot video conference and telecommunications systems in coordination with regional technical resources (Zoom and WebEx in particular)
• Plan and work on projects in an operational capacity for both global and local initiatives such as evaluating existing systems and recommending technology for upgrade and replacement, and evaluating new technologies for potential applicability within BCG
• Compile various reports including but not limited to IT dashboard, inventory tracking and management, service assessments, mobile usage, hardware planning plus others
• Troubleshoot and log any technical issues received via phone call or ticket in the IT Service Management tool Service Now and analyzing call data to proactively identify improvement opportunities
• Achieve annual goals and objectives, developed in cooperation with IT Service organization and local management

What You'll Bring

• Essential
  
  • Broad experience in the following areas: PC/laptop hardware, software, telecommunications, mobile devices, networking, and server administration
  • Ability to diagnose problems and provide solutions and/or escalate to the appropriate expertise area
  • Experience in effectively communicating and presenting technical concepts to management, peer group and staff
  • Windows / Server, Mac OS, Microsoft Office and Cloud file share support experience
  • WebEx/Zoom meeting setup and basic troubleshooting experience
  • ITIL Foundation certified (v3 or v4) and/or a clear understanding of the ITIL system and ticketing process
  • LAN and IP networking knowledge and ability to approach issues logically using OSI model or similar
  • SCCM or imaging software experience
  • Exposure to cloud technology
  • Experience in working with teams
• Desirable
  
  • Strong analytical and planning skills demonstrating working knowledge of tools such as Tableau, PowerBI and MS Project
  • Project management experience

Additional info

YOU’RE GOOD AT

• Key strengths and attributes needed to succeed in the role:
• Focus on excellent customer service and the needs of the BCG user community through excellent communication (written and verbal), time-management and collaboration skills
• Self-starting attitude and resourcefulness to identify, analyse and solve problems that may arise
• Professionalism to be able to respect all BCG information as personal and confidential
• Ability to work independently as well as in a team environment displaying consideration and respect for others
• Appetite for continuous learning to further IT knowledge and career development
• Meticulous attention to detail and ability to meet deadlines while displaying tact and patience in stressful situations
• Ability to follow established procedures/standards
• Excellent oral and written English, clear communication and ability to communicate with technical and non-technical stakeholders

Boston Consulting Group is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, age, religion, sex, sexual orientation, gender identity / expression, national origin, disability, protected veteran status, or any other characteristic protected under national, provincial, or local law, where applicable, and those with criminal histories will be considered in a manner consistent with applicable state and local laws.
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