Associate IT Support Engineer/Helpdesk, Mandarin/Japanese

Role Overview

• 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.
• Provide support for a far-ranging list of technologies including: Linux, Microsoft and Mac OS, Google productivity suite including Gmail, Calendar, Drive, Desk phones, mobile devices, WIFI etc.
• Support business meetings including Audio visual needs and conference room AV equipment.
• Work closely with your peers across the globe in ensuring the GES IT Support organization provides a consistent global support experience.
• 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.
• Maintain the IT knowledge management lifecycle (create, modify, and retire) following established process.

Requirements

• 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
• Language proficiency in Mandarin (Chinese), Japanese and Korean (optional)
• 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
• English language proficiency (written and oral)
• Understanding of ITIL framework
• Working knowledge of ticketing tool

Tech Stack

• ITSM
• Linux

Benefits

• Health insurance
• Flexible working hours
• Professional development opportunities