Red hat Support Engineer - Global Enterprise Brno Office Czech Republic 

Czechia, Southeast, Brno 

928810154

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 is Tier 1.

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 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 organisation provides a consistent global support experience

What you will bring

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

• 2+ years of IT support experience

• ITIL certified or a strong knowledge of ITIL principles is a plus

• Technical knowledge of Linux, Microsoft, Apple OS

• Experience supporting productivity platforms

• Experience working in an IT Ticketing System (such as Service Now or Remedy)

• Very good technical troubleshooting skills

• Knowledge of office technologies such as networking, telephony, and audio visual equipment

• Must be very organized and able to multitask and work in a sometimes stressful environment

• English language proficiency (written and oral)