Senior IT Support Engineer

Job Description

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 areTier 1, Tier 2.This position is primarily responsible for general IT support, SME (Subject Matter Expert) support and omni-channel support. As part of a global IT team, the Senior IT Support Engineer will work with Information Technology peers to help deliver world-class IT support. You will also work to drive strategic support improvements, as well as being brilliant at the basics in ensuring everything that you do. You will also work as a coach to IT Support Engineers to improve skills and overall GES service.This position will report into the IT Global Enterprise Support Associate Manager or Senior Manager. What will you 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 Provide exceptional Tier 2 support and act as an escalation point for our Tier 1 Support Team Provide SME in-office network, server, OS CSB and telephony support as required 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 and/or events including Audio visual needs and conference room AV equipment 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 process Ensure that all SLAs are met in a consistent manner Ensure an exceptional IT experience and superior customer service satisfaction Coach team members on ticket resolution, process and customer 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 lifecycle (create, modify, and retire) following established process CLT Support Willingness to travel up to 10% to other Red Hat offices or events What will you bring: Work experience is 3-5 years or relevant IT support experience Exceptional customer service skills Extensive knowledge of office technologies such as networking, telephony, and audio visual equipment Extensive experience supporting laptops across Mac/Linux/Windows operating systems Experience supporting productivity platforms with Google experience desirable Exceptional technical troubleshooting skills The ability to learn new technologies quickly Experience working within IT ticketing systems, including experience using Service Now 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 Exceptional verbal and written skills in the English language Experience with and passion for driving change and continual improvement Must be very process and procedure driven while still being able to maintain an innovative mindset RHCSA ITIL Foundation Certification