Associate It Support Engineer

Associate IT Support Engineer page is loaded Associate IT Support Engineer Apply remote type Onsite locations Sydney time type Full time posted on Posted Today job requisition id R-049345This 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 queriesProactively monitor ticket queues, Chat and Phone to provide support to Red Hat associatesPerform core competencies of triage, assignment, request fulfillment, and issue remediationProvide general IT support; troubleshoot IT-related problemsAdhere to established ticket handling proceduresWork within the ITSM system to ensure all tickets are responded to and updated per process for the benefit of the customerEscalate unresolved calls to the next level support team following established protocolsProvide exceptional professional customer service to our internal Red Hat Associates in all interactionsProvide 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 equipmentWork closely with your peers across the globe in ensuring the GES IT Support organization provides a consistent global support experienceInvestigate problems and customer issues and find and develop solutionsConsult with peer engineers to promote creative solutions and improve customer satisfactionContribute to the IT knowledge management systemWork with our customers across the globe on a 24/5 basisRespond to emergency situations as assignedPerform other related duties as required or assigned by your managerDevelop relationships and engage with the key business stakeholders within your responsible offices and/or regionMaintain the IT knowledge management lifecycle (create, modify, and retire) following established processWillingness to travel up to 10% to other Red Hat offices or eventsWhat 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 sectorPassion for problem solving and investigationThorough 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 customersWillingness to work stretch hours if neededExceptional customer service skills / Ability to fulfill the role as a customer advocateVery good technical troubleshooting skillsDirect interaction with customers and clients in a corporate environmentStrong critical thinking and problem-solving skillsAbility to adapt to a fast-paced support environment with shifting prioritiesWillingness and ability to work in a highly collaborative teamThe ability to learn new technologies quicklyMust be very organized and able to multitask and work in a sometimes-stressful environmentHas a sense of urgency when the situation calls for itEnglish language proficiency (written and oral)Process and procedure driven while still being able to maintain an innovative mindsetUnderstanding of ITIL frameworkWorking knowledge of ticketing toolTechnical knowledge of Linux, Microsoft, Apple OSAbout Red HatRed 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.
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