What you will 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
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 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 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, Wi-Fi, 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 organization 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 life cycle (create, modify, and retire) following established process
What you will bring:
Exceptional customer service skills and ability to fulfill the role as a customer advocate
2+ years of IT support experience
Very good technical troubleshooting skills
Experience with direct interaction with customers in a corporate environment
Excellent 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 AVl equipment
Very organized, able to multitask, 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 English language proficiency
Process and procedure driven while still being able 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 will be a plus:
ITIL certified or a strong knowledge of ITIL principles
Technical knowledge of Linux, Microsoft, Apple OS
Experience supporting productivity platforms
Experience working in an IT ticketing system like Service Now or Remedy
#LI-AT1
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.
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