• IT Support Engineer

    Location CN-Beijing
    Posting date 15 hours ago(4/22/2019 2:02 AM)
    Job ID
    Information Technology
  • Company Description

    At Red Hat, we connect an innovative community of customers, partners, and contributors to deliver an open source stack of trusted, high-performing solutions. We offer cloud, Linux, middleware, storage, and virtualization technologies, together with award-winning global customer support, consulting, and implementation services. Red Hat is a rapidly growing company supporting more than 90% of Fortune 500 companies.

    Job summary

    The Red Hat Information Technology (IT) Global Enterprise Support team is looking for a Senior IT Support Engineer to join us in Beijing, China. In this role, you will be responsible for on-site deskside support, working as Tier 1 support of Global Enterprise Support team to provide IT support to Red Hatters around the globe. As part of a global IT team, you will work with your information technology peers around the world to help deliver world-class IT support at the offices that you have sole responsibility for, as well as other remote offices and users assigned. In addition, you will work to deliver our strategic support improvements. As a Senior IT Support Engineer, you’ll need to have significant proven IT support experience in an enterprise organization and fluent English language skills. This position will be located at our Raycom office add will report to the Asia Pacific (APAC) Manager of Global Enterprise Support.

    Primary job responsibilities

    • Be responsible for the day-to-day IT on-site support at our Raycom office and provide Tier 1 support to Red Hatters around the globe
    • Provide exceptional professional customer service to our internal Red Hat’s associates
    • Provide exceptional Level 2 and 3 support and serve as an escalation point for our Global Remote Support team when needed
    • Provide end-user support for Linux-based, Mac, and Windows laptops, and operating systems for all three platforms
    • Provide support for an extensive list of technologies, including G Suite comprising Gmail, Calendar, and Drive for storage, as well as for BlueJeans meetings, desk phones, mobile devices, Wi-Fi, etc.
    • Provide on-site support services for business meetings, including audio-visual setup and support of the equipment in conference rooms
    • Provide in-office network, server, and telephony support when needed
    • Develop relationships with the key business stakeholders within your responsible offices
    • Work closely with your peers across the globe in ensuring that we provide a consistent global support experience
    • Work within our IT service management (ITSM) system and ensure all of your tickets are responded to and updated per process
    • Ensure that all SLAs are met in a consistent manner
    • Ensure an excellent IT experience and superior customer service satisfaction

    Required skills

    • 3-5+ years or relevant IT support experience
    • Exceptional customer service skills
    • Extensive knowledge of office technologies like networking, telephony, and audio-visual equipment
    • Vast experience with laptops support, in particular with Mac operating systems   
    • Experience with or knowledge of Linux operating systems
    • Experience supporting productivity platforms  
    • Excellent technical troubleshooting skills
    • Fluent English language skills; experience providing IT call-center support in English is a plus
    • Ability to to learn new technologies quickly
    • Experience working within IT ticketing systems; experience using ServiceNow tool is a plus
    • Information Technology Infrastructure Library (ITIL) certification or at minimum a solid knowledge of ITIL principles
    • Organized with the ability to manage multiple tasks at once and work in a sometimes stressful environment
    • Has a sense of urgency when the situation calls for it
    • Exceptional verbal and written communication skills in English
    • Experience with and passion for change implementation and continual improvement
    • Willingness to travel up to 10% to other Red Hat offices or events in or outside of APAC
    • Process and procedure-oriented with creative thinking skills

    Red Hat is proud to be an equal opportunity workplace and an affirmative action employer. We review applications for employment without regard to their race, color, religion, sex, sexual orientation, gender identity, national origin, ancestry, citizenship, age, uniformed services, genetic information, physical or mental disability, medical condition, marital status, or any other basis prohibited by law.

    Red Hat does not seek or accept unsolicited resumes or CVs from recruitment agencies. We are not responsible for, and will not pay, any fees, commissions, or any other payment related to unsolicited resumes or CVs except as required in a written contract between Red Hat and the recruitment agency or party requesting payment of a fee.



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