Be a responsible party for day-to-day IT support and serve as a point of contact for internal customers regarding IT issues, requests, and queries majorly in above regional languages.
Proactively monitor ticket queues, Chat and Phone to provide support to Red Hat associates
Perform core competencies of triage, assignment, request fulfillment, and issue remediation
Provide general IT support; troubleshoot IT-related problems
Adhere to established ticket handling procedures
Work within the ITSM system to ensure all tickets are responded to and updated per process for the benefit of the customer
Escalate unresolved calls to the next level support team following established protocols
Provide exceptional professional customer service to our internal Red Hat Associates in all interactions
Investigate problems and customer issues and find and develop solutions
Consult with peer engineers to promote creative solutions and improve customer satisfaction
Contribute to the IT knowledge management system
Respond to emergency situations as assigned
Perform other related duties as required or assigned by your manager
Develop relationships and engage with the key business stakeholders within your responsible offices and/or region
Maintain the IT knowledge management lifecycle (create, modify, and retire) following established process

Language proficiency in Mandarin (Chinese), Japanese and Korean (optional)
Around 1 to 2 years of experience in IT Support role in an organization with exposure to customers from varying cultural background preferably in enterprise sector
Technical knowledge of Linux, Microsoft, Apple OS
Passion for problem solving and investigation
Thorough knowledge of at least one OS of latest version (i.e. Linux OR macOS OR Windows)
Ability to work in conflicting Priorities, take initiatives and maintain focus on customers
Willingness to work stretch hours if needed
Exceptional customer service skills / Ability to fulfill the role as a customer advocate
Very good technical troubleshooting skills
Direct interaction with customers and clients in a corporate environment
Strong critical thinking and problem-solving skills
Ability to adapt to a fast-paced support environment with shifting priorities
Willingness and ability to work in a highly collaborative team
The ability to learn new technologies quickly
Must be very organized and able to multitask and work in a sometimes-stressful environment
Has a sense of urgency when the situation calls for it
English language proficiency (written and oral)
Process and procedure driven while still being able to maintain an innovative mindset
Understanding of ITIL framework
Working knowledge of ticketing tool

Support business meetings including Audio visual needs and conference room AV equipment
Willingness to travel up to 10% to other Red Hat offices or events
Flexible working hours

Associate IT Support Engineer/Helpdesk, Mandarin/Japanese

Key skills