IT Systems & Helpdesk Lead

Company Description KDDI Europe is the European headquarters of the Fortune Global 500 KDDI Corporation, delivering advanced ICT and cybersecurity solutions that combine Japanese reliability with European innovation. Together with Telehouse, KDDI Europe provides world-class services in Network, Data Centre, System Integration, IoT, RPA, and Security to over 1,500 customers worldwide. The company supports seamless global operations for diverse industries such as retail, finance, and education. With offices across the UK, Germany, France, Belgium, the Netherlands, and Turkey, KDDI Europe offers strong local presence and global reach. Applicants can expect to join an organization focused on connectivity, digital transformation, and long-term customer partnerships.

Role Description The IT Systems & Helpdesk Lead is a full-time, on-site role based in the London Area, United Kingdom and entailes work at the customer's office to provide comprehensive IT support to users across multiple locations in EMEA. Lead IT support operations in collaboration with the customer's IT manager, ensuring high service quality and driving continuous service improvement. Provide hands-on technical support for Microsoft 365, Windows 365 (VDI), PCs, smartphones, networks, and business applications, acting as the Lead Engineer for customer-facing support and projects. Coordinate with end users, headquarters IT teams, and external suppliers to resolve issues, maintain IT assets and documentation, support infrastructure operations, and ensure compliance with security and ISMS requirements. Fluency in Japanese and English and occasional travel within Europe are required.

Qualifications

• Strong technical knowledge of Microsoft technologies (Windows 11, Microsoft 365, Azure, Windows 365)
• LAN infrastructure, remote access solutions, and IT security concepts including Zero Trust, CATO, and Zscaler.
• Experienced in IT support operations, ticket management, documentation, asset management, and technical configuration.
• Excellent customer service, troubleshooting, communication, and organisational skills, with the ability to manage multiple priorities, support team members, and coordinate support activities.
• Fluent in both Japanese and English, with a proactive, detail-oriented, and customer-focused approach.
• Relevant IT certifications (e.g., Microsoft, Network, Server, or ITIL) are advantageous.