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Associate IT Support Engineer/Helpdesk, Mandarin/Japanese
Red HatIT Support Engineer providing technical assistance in Mandarin and Japanese for Red Hat's global associates. Troubleshooting a variety of technical issues while ensuring customer satisfaction in a hybrid environment.
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
LinuxMicrosoft OSApple OStechnical troubleshootingITIL frameworkticketing toolGoogle productivity suiteAV equipment supportissue remediationrequest fulfillment
Soft Skills
customer serviceinitiativefocus on customersproblem investigationcreative solutionscollaborationadaptabilitycommunicationcultural awarenessconflicting priorities management
Tools & Technologies
ITSM systemticket handling proceduresknowledge management systemdesk phonesmobile devicesWIFIaudio visual equipmentconference room technologychat supportphone support
Industry Keywords
IT supportenterprise sectorcustomer advocatecultural backgroundglobal support experienceticket queuesinternal customerssupport escalationservice protocolscustomer satisfaction
Tech Stack
Tools & technologiesITSMLinux
About the role
Key responsibilities & impact- 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
What you’ll need- 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
Benefits
Comp & perks- Health insurance
- Flexible working hours
- Professional development opportunities