Full Job DescriptionJob summary:
The Red Hat Information Technology team is looking for an IT Support Engineer to join us in Pune, India. In this role, you will provide highly visible customer support through the performance of on-site installation, while overseeing any necessary diagnoses, troubleshooting, service, and repair of complex equipment and systems. You will check and approve operational quality of system equipment and instruct customers in the operation and maintenance of the system. As an IT Support Engineer, you will serve as Red Hat’s liaison with customers on administrative and technical matters for assigned projects. You will interpret customers’ needs and clarify if the responsibility for problem resolution falls to sales teams, customer support representatives, or engineers. Your job may include any aspect of field support, and is not limited to system hardware and software, PCs, and networking and wireless networking.
Primary job responsibilities:
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 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 all tickets are responded to and updated for the benefit of the 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, Microsoft, Mac OS, Google Workspace, including Gmail, Google Calendar, and Google Drive, Blue Jeans meetings, desk phones, mobile devices, and Wi-Fi
Support business meetings including audiovisual (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
Required skills:
Exceptional customer service skills; ability to serve as a customer advocate
2+ years of experience working in IT support
Very good technical troubleshooting skills
Direct interaction with customers and clients in a corporate environment
Solid critical thinking and problem-solving skills
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 prioritize 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
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.
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, uniformed services, genetic information, physical or mental disability, medical condition, marital status, or any other basis prohibited by law.
Red Hat does not seek or accept unsolicited resumes or CVs from recruitment agencies. We are not responsible for, and will not pay, any fees, commissions, or any other payment related to unsolicited resumes or CVs except as required in a written contract between Red Hat and the recruitment agency or party requesting payment of a fee.