About the job
Red Hat is the world's leading provider of enterprise open source software solutions, using a community-powered approach to deliver reliable and high-performing Linux, hybrid cloud, container, and Kubernetes technologies. We strive to make software freely accessible to everyone around the world. Software developed at Red Hat runs in vehicles that landed on the moon, airlines, banks, trains, social media, health care, academic institutions, robots, and in many other places.
If you're interested, keep reading!
The Red Hat Global Enterprise Support team is looking for a highly motivated IT Support Engineer Intern who wants to gain direct experience with open source and Red Hat's offerings during a summer internship to join us. In this role, you will work in an environment where diverse perspectives are invited, the best ideas are valued, and people feel empowered to contribute. Freedom and courage are two of our core values, which is why you'll need to be comfortable taking risks and exploring the unknown. But being a Red Hatter isn't just about being brave, it's also about demonstrating commitment and sticking to it.
The key focus for Red Hat's Intern Program is a dual partnership between the early talent team and our intern managers. We can offer you professional development, social engagement and networking, performance and development, and meaningful work throughout your summer at Red Hat.
What you will do

• Be responsible for day-to-day IT support and serve as a single 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's 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 IT service management (ITSM) system to ensure that all tickets are responded to and updated as per process for the benefit of our customers
• Escalate unresolved calls to the next-level support team, following established protocols
• Provide exceptional professional customer service to our internal Red Hat's associates in all interactions
• Provide support for a far-ranging list of technologies including Linux, Windows, and macOS, the Google productivity suite including Gmail, Calendar, and Drive, BlueJeans Meetings, desk phones, mobile devices, WIFI, etc.
• Support business meetings, including audiovisual (AV) needs and conference room AV equipment
• Work closely with your peers across the globe on ensuring that the Global Engineering Support (GES) IT team provides a consistent global support experience

What you will bring

• Ability to work full-time May-August
• Currently pursuing a degree in engineering, computer science, or a related field; if you have graduated, be no more than 6 months past your graduation date
• Good written and verbal communication skills
• Exceptional customer service skills
• 2+ years of IT support experience
• Very good technical troubleshooting skills
• Ability to directly interact with customers and in a corporate environment
• Solid 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
• Previous experience in a chat and phone-based support role
• Ability to learn new technologies quickly
• Knowledge of office technologies like networking, telephony, and AV equipment
• Very organized with the ability to handle multiple priorities and work in a sometimes stressful environment
• Sense of urgency when the situation calls for it
• Experience with and passion for promoting change and continual improvement
• Written and verbal language skills in English
• Process and procedure-driven while still being able to maintain an innovative mindset

The following are considered a plus:

• Technical knowledge of Linux, Microsoft, and macOS
• Experience working in an IT ticketing system like ServiceNow or Remedy
• Knowledge of the UNIX or Linux operating system
• Willingness to wear a lot of red

About Red Hat
Red Hat is the world's leading provider of enterprise open source software solutions, using a community-powered approach to deliver reliable and high-performing Linux, hybrid cloud, container, and Kubernetes technologies. Red Hat helps customers integrate new and existing IT applications, develop cloud-native applications, standardize on our industry-leading operating system, and automate, secure, and manage complex environments. Award-winning support, training, and consulting services make Red Hat a trusted adviser to the Fortune 500. As a strategic partner to cloud providers, system integrators, application vendors, customers, and open source communities, Red Hat can help organizations prepare for the digital future.