Associate IT Support Engineer

Job Summary

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.
 

What you will 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, Blue Jeans Meetings, 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 

• Around 1+ 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 certification is considered a plus