Adv Analyst, Infra CX

Invesco
Tokyo
Workplace: HybridFull timeFunction: IT Support & HelpdeskExperience: 5+ yearsEducation: bachelorsSkills: ["Troubleshooting","Customer service","Documentation","Mentorship","Collaboration"]

Provide advanced, white-glove technology customer experience support for software, hardware, and site infrastructure needs. Triage and resolve client issues through calls, logging, escalation, and proactive monitoring, while supporting desktop application faults, installs, upgrades, moves, and rollouts. Own Audio Visual/Media support across meeting spaces and common areas, maintain service knowledge/inventory systems, and collaborate across Tech Infrastructure teams to improve service quality and efficiency.

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FursaFursa
Invesco
Invesco
2 days ago

Adv Analyst, Infra CX

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Job Summary

Provide advanced, white-glove technology customer experience support for software, hardware, and site infrastructure needs. Triage and resolve client issues through calls, logging, escalation, and proactive monitoring, while supporting desktop application faults, installs, upgrades, moves, and rollouts. Own Audio Visual/Media support across meeting spaces and common areas, maintain service knowledge/inventory systems, and collaborate across Tech Infrastructure teams to improve service quality and efficiency.
Location: Tokyo
Workplace: Hybrid
Employment Type: Full time
Job Function: IT Support & Helpdesk
Seniority: Mid level

Key Responsibilities

  • •Serve as Level 2 & 3 “White Glove” support for software/hardware queries and collaboration solutions, including service desk and inventory management (ServiceNow).
  • •Act as primary AV/Media systems support across meeting rooms, conference spaces, and common areas, including event and meeting support.
  • •Investigate desktop application and configuration faults, implementing appropriate fixes and supporting installs, upgrades, patching, and telephony responsibilities.
  • •Maintain a central library of Infra CX applications, keeping hardware inventories, application profiles, and knowledge documentation up to date.
  • •Log and manage calls correctly, analyze call statistics for recurring issues/root cause analysis, and improve infrastructure support processes through collaboration.

Pay and Benefits

Perks:Paid LeaveHybrid WorkLearning BudgetHealth InsuranceParental Leave

Key Requirements

  • •5+ years of technology-related expertise in a client-prioritized, service-oriented environment.
  • •Strong troubleshooting experience in AV/media, telephony, networking basics, Windows OS, and workplace tools (including Apple iOS).
  • •Experience supporting meetings using Microsoft Teams and AV devices such as Crestron and Polycom.
  • •Ability to investigate incidents/problems/requests, resolve without constant supervision, and document support procedures.
  • •Understanding of ITIL methodology; university degree or higher and MCSE certification (or equivalent experience) required.
Experience:5+ years
Education:Bachelor's
Skills:TroubleshootingCustomer serviceDocumentationMentorshipCollaboration
Certifications:MCSE
Tech Stack:ServiceNowMicrosoft TeamsWindowsApple iOSAudio VisualTelephonyPrintingScanningFaxingCrestronPolycomITIL

Company Brief

Invesco
Global investment management firm offering mutual funds, ETFs, retirement solutions, and institutional asset management services. Serves individual investors, financial advisors, and institutions across public and alternative markets.
Industry: Asset Management
Company Size: Enterprise (1,001+ employees)
Revenue: USD 1B+
Growth: Public Company
Valuation: Public Company (Market Cap in USD)
Funding: IPO / Publicly Listed
Headquarters: Atlanta, United States
Founded: 1935
WebsiteLinkedIn