IT Support Specialist - Tokyo

About the Team

The IT Services and Support team is responsible for providing seamless, efficient, and reliable IT solutions across the organization. We handle frontline IT support, manage vendor relationships and equipment inventory, and continuously improve our processes and documentation to enhance the overall employee experience.

About the Role

As an IT Support Specialist, you will be the first point of contact for troubleshooting hardware, software, and network issues. Your responsibilities include resolving incoming support requests, coordinating with vendors for equipment procurement, repairs, and maintenance, and actively participating in process and systems improvement initiatives.

We’re looking for people who are customer-focused, technically proficient, and proactive in enhancing IT processes. You should excel at clear communication with both technical and non-technical stakeholders, have robust expertise in IT systems (with a strong background in macOS, and ideally Windows), and thrive in collaborative, fast-paced environments.

In this role, you will:

• Act as Frontline IT Support: Serve as the primary point of contact for troubleshooting hardware, software, and network issues, ensuring prompt and reliable resolution of employee requests.

• Manage Vendors and Equipment: Coordinate with vendors for procurement, repairs, and maintenance while managing hardware and software inventories to maintain secure, up-to-date, and standardized systems.

• Improve Support Systems and Processes: Collaborate with cross-functional teams to identify opportunities for improvement, support the creation and maintenance of repeatable workflows (such as onboarding and device imaging), and contribute innovative ideas during IT team meetings.

You might thrive in this role if these describe your qualifications: 

• Excellent native level communicator in both Japanese and English - extremely articulate and eloquent in Japanese. You are also able to communicate nuanced concepts and processes to your English-speaking counterparts at HQ and around the globe.

• Have strong technical expertise in macOS (with a working knowledge of Windows as a plus), identity and device management (e.g., Azure AD, Jamf, Intune), and enterprise collaboration tools like Google Workspace, Office 365, Slack, and Atlassian products.

• Demonstrate excellent written and verbal communication skills, ensuring clarity and professionalism in both internal and external interactions.

• Excel at troubleshooting and problem-solving within Mac and macOS environments, ensuring smooth operations for users.

• Have experience orchestrating high-production all-hands events, managing the AV and technical aspects to ensure successful outcomes.

• Are experienced with ServiceNow, leveraging it for IT service management (ITSM) to streamline processes, track incidents, and ensure efficient support ticket handling and resolution.

• Are highly driven and motivated, with a proactive approach to problem solving and continuous improvement.

• Exhibit precision and attention to detail in your work, consistently delivering high-quality results.

• Possess a customer-first mindset and the ability to clearly articulate technical details to diverse audiences.

• Are proactive in process improvement and vendor management, with added value in mentoring junior team members, automating workflows via scripting or low-code tools, and managing IT projects as a bonus.

About OpenAI

OpenAI is an AI research and deployment company dedicated to ensuring that general-purpose artificial intelligence benefits all of humanity. We push the boundaries of the capabilities of AI systems and seek to safely deploy them to the world through our products. AI is an extremely powerful tool that must be created with safety and human needs at its core, and to achieve our mission, we must encompass and value the many different perspectives, voices, and experiences that form the full spectrum of humanity. 

We are an equal opportunity employer and do not discriminate on the basis of race, religion, national origin, gender, sexual orientation, age, veteran status, disability or any other legally protected status. 

OpenAI Affirmative Action and Equal Employment Opportunity Policy Statement

For US Based Candidates: Pursuant to the San Francisco Fair Chance Ordinance, we will consider qualified applicants with arrest and conviction records.

We are committed to providing reasonable accommodations to applicants with disabilities, and requests can be made via this link.

OpenAI Global Applicant Privacy Policy

At OpenAI, we believe artificial intelligence has the potential to help people solve immense global challenges, and we want the upside of AI to be widely shared. Join us in shaping the future of technology.