Associate IT Support Engineer Location US-CA-San FranciscoPosting date 3 weeks ago(3 weeks ago)
Job ID 64675 Category Information Technology Remote base US-CA-Sunnyvale
Company description
At Red Hat, we connect an innovative community of customers, partners, and contributors to deliver an open source stack of trusted, high-performing solutions. We offer cloud, Linux, middleware, storage, and virtualization technologies, together with award-winning global customer support, consulting, and implementation services. Red Hat is a rapidly growing company supporting more than 90% of Fortune 500 companies.
Job summary
The Red Hat IT Global Enterprise Support team is looking for an Associate IT Support Engineer to join us in San Francisco, CA. In this role, you’ll be responsible for on-site desk support at our two key California locations and will report into the IT Global Enterprise Support America's Associate Deskside Manager. You will work with your IT peers around the world to help deliver outstanding IT support at the offices. You will also work to guide our strategic support improvements. We’ll expect you to have demonstrated IT support experience in an enterprise organization. This position will be located at our San Francisco office with weekly travel to support our office in Sunnyvale.
Primary job responsibilities
Be the responsible for day-to-day onsite IT support at our San Francisco and Sunnyvale offices
Provide exceptional professional customer service to our internal Red Hat associates in all interactions
Provide exceptional level 2 support and act as an escalation point for our Global Remote Support team
Provide end user support for Linux, Mac, and Windows laptops and operating systems for all three platforms
Support far-ranging list of technologies, including Google Suite (Gmail, Calendar, Drive), BlueJeans, desk phones, mobile devices, WIFI, etc.
Support business meetings, including audio-visual needs and conference room AV equipment
Provide in office network, server, and telephony support when called upon to do so
Develop relationships and engage with the key business stakeholders within your responsible offices
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 established processes
Ensure that all SLA’s are met in a consistent manner
Ensure an excellent IT experience and outstanding customer service satisfaction
Required skills
1-3 years of relevant IT support experience
Exceptional customer service skills
Practical knowledge of office technologies like networking, telephony, and audio visual equipment
Practical experience supporting laptops and in particular MacOS
Experience with or knowledge of Linux
Experience supporting productivity platforms with a desire for Google experience
Very good technical troubleshooting skills
Ability to to learn new technologies quickly
Process and procedure-driven, while still being able to think outside the box
Experience working within IT ticketing systems; experience using ServiceNow is a plus
Organized and able to handle multiple priorities and work in a sometimes stressful environment
Sense of urgency when the situation calls for it
Exceptional verbal and written skills in English
Experience with and passion for guiding change and continual improvement
Willingness to travel up to 10% to other Red Hat offices or events globally
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.
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.
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