Associate IT Support Engineer

This position is responsible for learning and executing technical support for Red Hat associates in a global 24/5 omni-channel tiered support environment. Potential Tier grade(s) for this role is Tier 1.

This position is primarily responsible for General IT support as well as performing physical or remote troubleshooting procedures and solving technical problems on computer hardware, software, Audio/Video components, and network connectivity. This will include, but is not limited to laptops, peripherals, multiple operating systems, and various commercial and customer proprietary software.

The role is responsible for maintaining a high level of customer satisfaction.

This position will report into the IT Global Enterprise Support Regional Manager.

What Will You Do

• 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
• 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
• Work with our customers across the globe on a 24/5 basis
• Respond to emergency situations as assigned
• Perform other related duties as required or assigned by your manager
• Develop relationships and engage with the key business stakeholders within your responsible offices and/or region
• Maintain the IT knowledge management lifecycle (create, modify, and retire) following established process
• Willingness to travel up to 10% to other Red Hat offices or events

What Will You Bring

• 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
• Passion for problem solving and investigation
• Thorough knowledge of at least one OS of latest version (i.e. Linux OR macOS OR Windows)
• 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
• Direct interaction with customers and clients in a corporate environment
• Strong critical thinking and problem-solving skills
• Ability to adapt to a fast-paced support environment with shifting priorities
• Willingness and ability to work in a highly collaborative team
• The ability to learn new technologies quickly
• Must be very organized and able to multitask and work in a sometimes-stressful environment
• Has a sense of urgency when the situation calls for it
• English language proficiency (written and oral)
• Process and procedure driven while still being able to maintain an innovative mindset
• Understanding of ITIL framework
• Working knowledge of ticketing tool
• Technical knowledge of Linux, Microsoft, Apple OS

About Red Hat
Red Hat is the world's leading provider of enterprise open source software solutions, using a community-powered approach to deliver high-performing Linux, cloud, container, and Kubernetes technologies. Spread across 40+ countries, our associates work flexibly across work environments, from in-office, to office-flex, to fully remote, depending on the requirements of their role. Red Hatters are encouraged to bring their best ideas, no matter their title or tenure. We're a leader in open source because of our open and inclusive environment. We hire creative, passionate people ready to contribute their ideas, help solve complex problems, and make an impact.

Inclusion at Red Hat
Red Hat's culture is built on the open source principles of transparency, collaboration, and inclusion, where the best ideas can come from anywhere and anyone. When this is realized, it empowers people from different backgrounds, perspectives, and experiences to come together to share ideas, challenge the status quo, and drive innovation. Our aspiration is that everyone experiences this culture with equal opportunity and access, and that all voices are not only heard but also celebrated. We hope you will join our celebration, and we welcome and encourage applicants from all the beautiful dimensions that compose our global village.

Equal Opportunity Policy (EEO)
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, veteran status, 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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