About the job
The Red Hat Information Technology (IT) team is looking for an IT Support Engineer to join us. In this role, you will provide technical support for Red Hat's associates in a global 24/5 omnichannel tiered support environment. You will be primarily responsible for general IT support, performing remote troubleshooting procedures, and solving technical problems related to computer hardware, software, audiovisual (AV) components, and network connectivity. This will include laptops, peripherals, multiple operating systems, and various commercial and customer proprietary software. You will maintain a high level of customer satisfaction. As an IT Support Engineer, you will report to the IT global enterprise support associate manager. Successful applicants must reside in a state where Red Hat is registered to do business.
What you will do

• Deliver day-to-day IT support and serve as part of a global team that provides support 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 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 Red Hat's associates in all interactions
• Provide support for a far ranging list of technologies including Linux, Microsoft, and Mac OS, Google Workspace including Gmail, Google Calendar, and Google Drive, Blue Jeans Meetings, Desk phones, mobile devices, WIFI etc.
• Support business meetings including AV needs and conference room AV equipment
• Work closely with your peers across the globe in ensuring the Global Engineering Services (GES) IT Support team provides a consistent global support experience
• 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
• Maintain the IT knowledge management lifecycle - create, modify, and retire, following established process

What you will bring

• Exceptional customer service skills
• Ability to fulfill the role of a customer advocate
• 2+ years of experience working in IT support
• Very good technical troubleshooting skills
• Previous direct interaction with customers and clients 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
• The ability to learn new technologies quickly
• Knowledge of office technologies like networking, telephony, and AV equipment
• Organized with the ability to handle multiple priorities and work in a fast-paced environment
• Sense of urgency when the situation calls for it
• Experience with and passion for guiding change and continual improvement
• Proficient written and verbal language skills in English
• Process and procedure-oriented with the ability to maintain an innovative mindset
• Willingness to travel up to 10% to other Red Hat offices or events, following Red Hat's COVID-19 guidelines

The following are considered a plus:

• Information Technology Infrastructure Library (ITIL) certification or a solid knowledge of ITIL principles
• Technical knowledge of Linux, Microsoft, and Apple OS
• Experience supporting productivity platforms
• Experience working in an IT ticketing system like Service Now or Remedy

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.
Benefits

• Comprehensive medical, dental, and vision coverage
• Flexible Spending Account - healthcare and dependent care
• Health Savings Account - high deductible medical plan
• Retirement 401(k) with employer match
• Paid time off and holidays
• Paid parental leave plans for all new parents
• Leave benefits including disability, paid family medical leave, and paid military leave
• Additional benefits including employee stock purchase plan, family planning reimbursement, tuition reimbursement, transportation expense account, employee assistance program, and more!

Note: These benefits are only applicable to full time, permanent associates at Red Hat located in the United States.