This position is responsible for technical support for Red Hat associates in a global 24/5 omni-channel tiered support environment. Potential Tier grade(s) for this role are  Tier 1, Tier 2.This position is primarily responsible for general IT support, SME (Subject Matter Expert) support and omni-channel support. As part of a global IT team, the Senior IT Support Engineer will work with Information Technology peers to help deliver world-class IT support. You will also work to drive strategic support improvements, as well as being “brilliant at the basics” in ensuring everything that you do. You will also work as a coach to IT Support Engineers to improve skills and overall GES service.This position will report into the IT Global Enterprise Support Associate Manager or Senior Manager.

What will you do:

Be a responsible party for day to day IT support and serve as a single point of contact for internal customers regarding IT issues, requests, and queries

Provide exceptional Tier 2 support and act as an escalation point for our Tier 1 Support Team

Provide SME in-office network, server, OS CSB and telephony support as required

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 and/or events including Audio visual needs and conference room AV equipment

Work closely with your peers across the globe in ensuring we provide a consistent global support experience

Work within our ITSM system and ensure all of your tickets are responded to and updated per process

Ensure that all SLA’s are met in a consistent manner

Ensure an exceptional IT experience and superior customer service satisfaction

Coach team members on ticket resolution, process and customer 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

CLT Support

Willingness to travel up to 10% to other Red Hat offices or events 

What will you bring:

Work experience is 3-5 years or relevant IT support experience

Exceptional customer service skills

Extensive knowledge of office technologies such as networking, telephony, and audio visual equipment

Extensive experience supporting laptops across Mac/Linux/Windows operating systems

Experience supporting productivity platforms with Google experience desirable

Exceptional technical troubleshooting skills

The ability to learn new technologies quickly

Experience working within IT ticketing systems, including experience using Service Now

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

Exceptional verbal and written skills in the English language

Experience with and passion for driving change and continual improvement

Must be very process and procedure driven while still being able to maintain an innovative mindset

RHCSA

ITIL Foundation Certification

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.

Diversity, Equity & 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 diverse 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 of diversity 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.

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