IT Desktop Support Engineer

About RHAELM

RHAELM is the sovereign AI cloud built to accelerate secure AI deployment at scale, combining power and infrastructure pipelines with global capability and local, in-country operations. Headquartered in London, with deployments across Europe and APAC, we deliver ring-fenced compute, networking, and storage infrastructure alongside a sovereign platform and flexible Bare Metal, Kubernetes, and AI-as-a-Service models. Focused on regulated and mission-critical sectors including Government, Defence, Healthcare, and Financial Services, we give organisations sovereign control over their AI infrastructure, platform, and data.

This Role

As IT Desktop Support Engineer, you will be the first point of contact for RHAELM's Japan-based staff, keeping laptops, desktops, mobile devices, and collaboration tools running reliably across our Tokyo office and remote workforce.

You will own incidents from first contact through to resolution, manage the hardware lifecycle for end-user devices, and work closely with regional and global IT teams to keep local support aligned with RHAELM's wider infrastructure standards. It is a hands-on role with real ownership, in a business where reliable IT underpins the trust our regulated-sector clients place in us.

Key Responsibilities

• Resolve desktop, laptop, mobile device, and peripheral incidents raised by staff via the ticketing system

• Manage the end-user device lifecycle: provisioning, imaging, patching, redeployment, and secure decommissioning

• Provide deskside and remote support for Windows and macOS, Microsoft 365, VPN, and video conferencing equipment

• Diagnose desk- and meeting-room-level connectivity issues, escalating infrastructure faults where needed

• Maintain accurate asset records and IT stockroom inventory

• Document troubleshooting steps and resolutions in the knowledge base

• Support onboarding and offboarding, including account setup and access deprovisioning

• Liaise with regional and global IT teams to align support delivery with company-wide standards

Experience

• Experience in a desktop support, IT helpdesk, or end-user computing role in a corporate environment

• Experience supporting Windows 10/11 and macOS, including imaging and standard application deployment

• Experience working within a ticketing system and against defined SLAs

• Experience supporting video conferencing and meeting-room technology (Teams, Zoom, or equivalent)

• Experience working alongside regional or global IT teams in an international organisation is an advantage

Skills

• Strong working knowledge of Windows and macOS desktop environments, Microsoft 365, and standard business applications

• Practical understanding of basic networking (TCP/IP, DNS, VPN) sufficient to diagnose desk-level issues

• Professional-level Japanese and English, spoken and written

• Clear, patient communication style suited to supporting non-technical users under time pressure

• Methodical troubleshooting approach with strong attention to detail

Qualifications

• Relevant IT certification such as CompTIA A+, Microsoft Certified: Modern Desktop Administrator, or equivalent

• Diploma or degree in Information Technology, Computer Science, or a related field, or equivalent experience

• ITIL Foundation certification desirable but not essential