• 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

• 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.