Red hat Associate Support Engineer 

Brazil, São Paulo, São Paulo 

845215065

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