IT Support - Korean proficiency

We are looking for an IT Support Services Analyst to join our Customer Care in Penang. This is an amazing opportunity to work with us. The team is reporting to the Manager, IT Support Services.

This role will be providing customer sensitive and responsive technical support to Clarivate users in global offices. Also need to ensure a systematic, disciplined, and analytical approach to problem solving and ensuring agreed procedures and standards are met.

About You – experience, education, skills, and accomplishments

• The candidate must have 3 - 5 years of similar experience.
• Experience in troubleshooting (Desktop and Laptop, Telephony i.e., Cisco and Mobile Device Management technology, Printers, Supporting various technologies (Email, i5/OS emulators (AS400), Active Directory User management)).
• Understanding of Cloud Technologies (like AWS, Azure, Google Cloud, Open stack).
• Understanding of networking concepts like DNS, DHCP and TCP/IP protocols.
• Experience in VMware vSphere product suite.
• Knowledge of Windows/Mac Operating Systems.
• Knowledge of Microsoft Office applications.
• Thorough understanding of how Incident Management interfaces with other ITIL processes and the value it can deliver.
• Able to work effectively under deadlines in a fast-paced and changing environment on supporting roles while delivering exceptional service.
• Excellent communication, teamwork, and customer service skills.
• Microsoft Certified Technology Specialist will be an added advantage.
• Having ITIL Foundation Certification will be an added advantage.
  

What will you be doing in this role?

• Provide technical support to onsite and remote colleagues on IT related issues.
• Accurately record all diagnostics, communications, and resolutions in the service management toolset.
• Ensure effective first layer of investigation is completed before escalating to subject matter experts.
• Aim for First Contact Resolution on all incidents and requests.
• Resolve incidents and requests in a professional manner, within the defined SLA.
• Observe a follow up of all incidents and requests, through to completion irrespective of the assignment group.
• Ability to perform and manage IT audits.
• Confirm incident resolution with the end-user prior to marking an incident as resolved.
• Draft articles for publishing in the knowledge base.
• Share knowledge & collaborate with other team members often.
• Key process accountabilities are Incident Management, Request Fulfilment, Knowledge management, continual service improvement and trend analysis to identify recurring issues/problems.
• IT inventory management, equipment procurement, CMDB management and vendor management.
• Have a strong ability to manage own time effectively and deliver against multiple tasks with minimal supervision.
• Highly organised with an ability to remain focused and flexible in an ever-changing environment.
• Ability to take ownership and solve problems independently.
• Excellent communications skills in Korean & English language.
• Ability to travel as you will support other offices across APAC, if needed.
• Monitor and manage offsite backups.
• Weekend or afterhours work may be required to support business functions.

Hours of Work

• You will be required to work 5 days a week, from 8:30am to 5:00pm.
  

At Clarivate, we are committed to providing equal employment opportunities for all persons with respect to hiring, compensation, promotion, training, and other terms, conditions, and privileges of employment. We comply with applicable laws and regulations governing non-discrimination in all locations.