シニア・サポートサービスアナリスト / Senior Support Services Analyst (Japan) at Quantinuum – London, England

シニア・サポートサービスアナリストは、経験豊富で技術力の高いITプロフェッショナルとして、エンドポイントプラットフォームおよび各種サービス全般にわたり、質の高いオンサイトサポートを提供する役割を担います。サポートチームのシニアメンバーとして、より複雑な技術的問題の解決、サポート業務の継続的改善への貢献、そしてサービス提供の一貫性向上に注力していただきます。日本オペレーションにおいてITを代表する唯一の担当者として、国際サポートサービス・エンジニアリング・アプリケーション各チームと緊密に連携し、オペレーション支援、ステークホルダー管理、および現地プロジェクトのリードを担当します。

Windows・macOS・Linux環境における高度なトラブルシューティング能力を持ち、Intune・JAMF・ServiceNowなどのエンタープライズツールに精通し、エスカレーション案件の独立した解決やプロジェクトへの専門家としての参画が求められます。本ポジションは、オペレーショナルエクセレンスの維持、コアITプロセスの支援、およびハイブリッド勤務環境全体における一貫したユーザーエクスペリエンスの確保において重要な役割を果たします。

The Senior Support Services Analyst is an experienced and technically capable IT professional responsible for delivering high-quality, hands-on support across a range of endpoint platforms and services. Positioned as a senior member of the support team, you will focus on resolving more complex technical issues, contributing to the continuous improvement of support operations, and driving consistency in service delivery. As the sole point of contact representing IT for our Japan operations, you will collaborate closely with the wider International Support Services, Engineering and Application teams supporting operationally, managing stakeholders and leading on local projects.

The Senior Support Service Analyst brings depth in troubleshooting across Windows, macOS, and Linux environments, has strong experience with enterprise tools such as Intune, JAMF, and ServiceNow, and can work independently to resolve escalated issues or contribute to project-based work as a subject matter expert. This role is critical to maintaining operational excellence, supporting core IT processes, and ensuring a consistent user experience across a hybrid workforce.

• Serve as the primary on-site IT point of contact for the Japan office(s), ensuring day-to-day operational continuity across all local IT services and acting as the liaison between global teams and on-site stakeholders.
• Oversee basic networking and infrastructure needs, including monitoring network connectivity, supporting Wi-Fi and LAN troubleshooting, assisting with switch/port patching, and coordinating with Network Engineering for escalations or planned changes.
• Act as the local lead for site-based IT projects, supporting deployments, hardware refreshes, network uplifts, and workspace technology improvements from planning through execution.
• Deliver advanced technical support across Windows, macOS, and Linux environments, resolving complex incidents and service requests that go beyond standard first-line scope.
• Act as a point of technical escalation for Support Services Analysts, collaborating on issue resolution while maintaining end-to-end ownership of assigned cases.
• Identify recurring issues and process gaps, contributing to the refinement of standard operating procedures, troubleshooting documentation, and internal knowledge articles.
• Support and help maintain ITSM tooling (e.g., ServiceNow) by ensuring accurate ticket categorization, data hygiene, and flagging areas for workflow improvement.
• Participate in project-based work as a technical contributor, assisting with rollouts, migrations, pilot testing, and deployment of new tools or services.
• Coordinate and deliver consistent onboarding and offboarding support, including device provisioning, account setup, and adherence to lifecycle processes.
• Deliver high-quality executive and VIP support, ensuring reliable access, device readiness, and issue responsiveness in hybrid and office environments.
• Assist in inventory and asset lifecycle management by conducting audits, ensuring compliance with tracking standards, and supporting hardware procurement workflows.
• Engage with other IT functions—including Engineering, InfoSec, and Enterprise Applications—on issue resolution and service improvement initiatives.
• Contribute to IT compliance and service maturity initiatives by participating in ITIL-aligned processes such as incident, change, and problem management.

• 5+ years of experience in IT support, with growing responsibilities and exposure to enterprise level environments.
• Bachelor’s degree in Information Technology , Computer Science, or a related equivalent field.
• Certifications in ITIL, Microsoft, Jamf and ServiceNow.
• Business-level proficiency in both spoken and written Japanese and English.

• Strong technical expertise across Windows, macOS, and Linux systems with practical experience in tools like Intune and JAMF.
• Working understanding of ITIL concepts, including change, incident, and problem management.
• Involvement in ITSM platform configuration, reporting strategy, or service auditing.
• Strong familiarity with enterprise identity platforms such as Azure AD or Google Workspace Admin.
• Experience working in environments that use Agile, Lean, or Kanban methodologies.
• Track record of driving service maturity or leading continuous improvement initiatives.
• Exposure to executive stakeholder engagement and high-touch support environments.
• Experience working in a growing or start-up environment where agility and adaptability were key.

Location: Tokyo, Japan

Working alongside a highly talented team, with leading names in the quantum computing industry. We offer a highly competitive package, equity, a positive approach to flexible working, health insurance, commuting allowance, enhanced holidays.

Quantinuum is the world leader in quantum computing. The company's quantum systems deliver the highest performance across all industry benchmarks. Quantinuum's over 650 employees, including 400+ scientists and engineers, across the US, UK, Germany, and Japan, are driving the quantum computing revolution.

By uniting best-in-class software with high-fidelity hardware, our integrated full-stack approach is accelerating the path to practical quantum computing and scaling its impact across multiple industries.

By joining Quantinuum, you'll be at the forefront of this transformative revolution, shaping the future of quantum computing, pushing the limits of technology, and making the impossible possible.

Please note that employment with us is subject to successfully passing our pre-employment screening checks. We are an inclusive equal opportunity employer. You will be considered without regard to age, race, creed, color, national origin, ancestry, marital status, affectional or sexual orientation, gender identity or expression, disability, nationality, sex, or veteran status.