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Red hat Associate Support Engineer 
Brazil, São Paulo, São Paulo 
845215065

15.12.2024

Job Summary

This position is responsible for learning and executing technical support for Red Hat associates in a global 24/5 omni-channel tiered support environment. Potential Tier grade(s) for this role is Tier 1.

What you will do:

  • Be a responsible party for day-to-day IT support and serve as a 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 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, WIFI etc.

  • Support business meetings including Audio visual needs and conference room AV equipment

  • Work closely with your peers across the globe in ensuring the GES IT Support organization provides a consistent global support experience

  • Investigate problems and customer issues and find and develop solutions

  • Consult with peer engineers to promote creative solutions and improve customer satisfaction

  • Contribute to the IT knowledge management system

  • Work with our customers across the globe on a 24/5 basis

  • 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 and/or region

  • Maintain the IT knowledge management lifecycle (create, modify, and retire) following established process

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

What you will bring:

  • Around 1+ years of experience in IT Support role in an organization with exposure to customers from varying cultural background preferably in enterprise sector

  • Passion for problem solving and investigation

  • Thorough knowledge of at least one OS of latest version (i.e. Linux OR macOS OR Windows)

  • Ability to work in conflicting Priorities, take initiatives and maintain focus on customers

  • Willingness to work stretch hours if needed

  • Exceptional customer service skills / Ability to fulfill the role as a customer advocate

  • Very good technical troubleshooting skills

  • Direct interaction with customers and clients in a corporate environment

  • Strong 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

  • The ability to learn new technologies quickly

  • 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

  • English language proficiency (written and oral)

  • Process and procedure driven while still being able to maintain an innovative mindset

  • Understanding of ITIL framework

  • Working knowledge of ticketing tool

  • Technical knowledge of Linux, Microsoft, Apple OS certification is considered a plus